Become a Social Business | Call Center Week 2014 Workshop G

Call Center Week 2014
Become a Social Business
Workshop
June 10, 2014 | Las Vegas, NV

http://stratuscontactsolutions.com
BECOME A SOCIAL BUSINESS
15th Annual Call Center Week Conference & Expo
June 10 | Mandalay Bay Resort & Casino, Las Vegas, NV

Workshop Details
Workshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G
“Become a Social Business”
The workshop is for leaders in customer service who need to shift from using
social as a function to incorporating it as a business-wide strategy.
Social media and customer service experts will lead attendees through
interactive presentation, relevant client-based case studies and best practices.

Notebook, Agenda & Survey

Mobile Survey
Please visit
http://bit.ly/ccw14info

Q&A by Twitter
For any questions to be discussed during
Q&A please tweet:
@stratuscxm “Your Question” #ccw14

Visit us at Booth 58

Workshop Agenda

Mike Lewis
Social Media Leadership
Author “Social Media Leadership”, 30 year telecom veteran and serial
entrepreneur provides overview of Stratus and how new media will impact the
growth of your business.
Touch points
• Creating new business opportunities
• Contact center & the business mission
• Enterprise ROI model
• Becoming a social business

How Stratus and the application
of new media will grow your
business

Stratus Contact Solutions

Stratus Background
Improving Sales Effectiveness and
Customer Experience
We provide one-to-one customer
engagement solutions through our
multi-channel contact center that
incorporates social media, chat, email
and traditional call center services.

Pioneering the Social Enabled
Contact Center
• Demonstrated success of a real world
contact center that is “fully optimized” and
“socially-enabled”, and how the contact
centers can be transformed to a Center of
Excellence that can directly and
substantially contribute to the growth of
your brand and business

Social Media Leadership
• What executives
need to know
• Outline best
practices for
success

Our customers
• Companies, executives and entrepreneurs
• Intimidated by the language and
terminology of social media
• Confused by the practical application of
platforms
• Difficulty identifying best practices to grow
their business

Leveraging social media to
reduce marketing costs and
increase customer satisfaction

Social media as a function
Strategy

Businesses are using social for
• Creating New Business Opportunities
• Marketing, customer engagement &
product development
• Engaging in the workplace & Lead
generation
• Creating more return customers

Your company’s
mission statement

Mission Statement
• Should describe your purpose for being in
business
• Statement of your goals and philosophies
that support them
• Contain operating goals
• Describe relationships with customers,
shareholders and partners
• Describe future growth

How does your contact center fit
into your company’s mission
statement

Does it properly convey your
beliefs to customers and
prospects?

Are you engaging your customers
where they choose?

Does data for your contact center
match data from other insights
online?

How do you establish an Enterprise
ROI process to combine the
utilization of social media with
traditional contact center
engagement to achieve the growth
goals outlined in your mission
statement.

Social Business

Helping businesses adapt to the
new world of customer care and
acquisition is our mission and
reason to exist.

You have to play to win and
Stratus will make you a winner!

ILD Corp Brands

Dennis Stoutenburgh
Social Media Customer Engagement
What is social customer service? What are the best practices? How can social
supplement inbound and outbound tactics? Who are the companies / case
studies to follow?
Key Touchpoints
• Social Listening for call center
• Social media for Inbound / Outbound
• Social media win-back programs

Schedule an appointment
Stratus representatives will be at booth 58 through out Call
Center Week 2014.
• http://bit.ly/ccw14info
• 855-875-CHAT

Dennis Stoutenburgh
Social Media Customer Engagement
What is social customer service? What are the best practices?
How can social supplement inbound and outbound tactics?
Who are the companies / case studies to follow?
Key Takeaways
• Social Listening for call center
• Social media for Inbound / Outbound
• Social media win-back programs

Socialnomics 2014 video

Socially Enabled Consumer – Embrace Them!
1. Unprecedented access to Voice of Consumer
a) Preferences – Product, Service, Sentiment
b) Competitive Insights
2. Limitless Engagement Opportunities
3. Transformative Data Intelligence
a) Enhance Customer Experience
b) Execution – new menu items, management
c) Growth Strategy – markets, expansion

Why Brands Don’t
• Message not controlled – scary!
• Early Social Metrics – Fans, Followers, etc
– No Attributable ROI
• Mistakes can go Viral
WHITEBOXSOCIAL.COM | @WHITEBOXSOCIAL

Why Should They?
• Harvard Business study shows one star Yelp increase can
increase revenues by 5 to 9 percent.
• Harris Interactive study reports 71% of consumers rely on
peer ratings and reviews to influence purchase decisions.
• More than 50% of Americans trust User Generated Content
(UGC) over corporate websites (16%) or news articles about a
company or product (14%) (Bazaar Voice).
• Nielson Global Survey reports online customer reviews are
the second most trusted form of advertising (70%) only
behind personal referrals from friends or family.
Answer: Your Business Future May Depend on It!

What Are The Social Metrics That
Matter? Likes? Followers? Sales?

There’s a Problem with Attribution

Engagement is Economics
Forrester Report: % probability of having made a brand-related purchase within 12-months

Why Do Customers Engage?
1. Rewards – Discounts, Sales
2. Communications – Opportunities, Customer Care
3. Entertainment
4. Community – UGC – Aligned Goals
Customers Want to Engage – Provide Value

Customer Expectations Changing

Social Customer Care is Marketing
Customers expect to be engaged throughout the
entire product lifecycle, not just during sales process.
Social Care Best Practices - Proactively Reactive
1. Timely
2. Relevant
3. Personal

Timely

Relevant

Messaging regardless of Purpose (Marketing,
Research or Care) Must be Personalized!
Social Media provides window to personalize the
message
Brands need to take Advantage
• Issue
• Channel Preference
• Location
• Influence
Non-personalized messaging: Channel Irritation

Building an Engaged Community
1. Social Listening drives Strategy
2. Platform Analytics
3. Brand Content Creation driven by Listening Campaign
4. Community Management
1. UGC drives Engagement
2. Social Care – drives loyalty, connects with audience
3. Ratings and Reviews Matter – A Lot!!
4. Transparency = Trust
5. Empowered Communities drive revenue, product development,
loyalty, affinity and creativity

Connect

Connect Applications
• Brand Awareness and Engagement
– Education – Universities & skilled trade
– Restaurants
– Entertainment
– Retail
– Communications
– Wireless
• Customer Care

It’s All Measureable

Key Takeaways
1. It starts with Social Listening and should be a integral part to
an ongoing Social Strategy – Define Success – Measurable,
Meaningful Metrics
2. Social media users want you to engage with them - Deliver
Value
3. Messaging Must Be - Timely, Relevant and Personal
4. Create meaningful content and you’ll foster brand advocates
5. Communities should be Fostered not Controlled!
6. Measure and analyze the data to Refine/Evolve Strategy!!

THANK YOU
Contact Info:
Dennis Stoutenburgh | @DennisSS1
972.267.0100 (Office)
Dennis@socialstrategy1.com
Socialstrategy1.com
SOCIALSTRATEGY1.COM | @SSTRATEGY1

Jim Iyoob
Social Media Center of Excellence
An overview and step by step process to launch social media as a functional
service in your multi-channel contact center.
Key Takeaways
• Social media Reps vs. Call Center Reps
• Training, Process, & Policy
• Launching your first social program

1. People
2. Processes
3. Technology

Jim Iyoob - @jiyoob ….

Engage Customers on their terms

People share everything at any time

Without social listening,
your call center will miss
opportunities.

Social is cost effective

What customers want
Answer in
same
channel
Its not your choice to tell your customers how to contact you, its theirs

Call center problems can include:

Call center problems can include:
• Complexity at the desktop can impede the customer
interaction
• Customers endure long hold times which extend the length of
resolution
• Agents are required to provide quality service based on
unknown inputs on the spot
• Multiple transfers may be required
• Lack of proactive quality control for employee/customer
interaction

One-to-one customer engagement

How to provide
one-to-one customer
engagement solutions

1. Start Listening
to social media

2. Create a response
& escalation plan

3. Create a 3601
social media view

3601 social media view
• Inbound
• Outbound
• Live Chat
• Email
• Web Site
• Social Media

Customers find value in sharing
experiences and advice with
each other via social media

Customers will engage on their
terms. It’s up to the company to
meet them or miss out.

Customer value and loyalty is
attained by resolving requests
quickly with the highest quality
and minimal effort

Inputs to the process should be
the complaint / issue /question,
and a relevant profile summary of
the customer to assist the agent
in providing assistance

Output should be quality
service including reference
points for future
engagements.

Key measurements
• Customer effort
• Customer satisfaction
• Quality of engagement
• Ratio of engagement
• Capacity of system

One to One vs. One to Many
Voice Social Media

Call Center vs. Social Center

A call to a traditional call center can
lead to an encounter with a highly
unmotivated person, subjected to
tough and discouraging guidelines,
without the freedom of action
Call Center vs Social Center

Utilizing social networks brings you
into contact with much more
motivated people, able to break the
rules and are willing to go the extra
mile to satisfy the customer’s needs

A traditional call center is relegated by
customers unable to express themselves
beyond complaining to a few friends and
family members, social networks have
developed the principle function of
preventing possible public relations
disasters (proactive)

An unhappy customer who calls is simply
another customer, as opposed to a
customer who uses the social networks
to complain is potentially a problem that
can generate negative publicity, brand
damage, sales loss, and lose the
company future customers

Complaints can go viral

Escalation process

Real agents are the best defense

Social Media agents are different:
Social agents provide a fast and
personalized customer experience,
are accessible anywhere, provide
resolution, and update customer
profiles

Social agents are different

Social is a new
engagement channel

Social agents need to respond
in 140 characters

Your customers are already
reaching out to you via social
media

Things to think about
Can a company aspire to give all its customers the same level of
attention that Facebook or Twitter offer, compared to their call
center?
What happens when the person who is poorly attended on the
phone has a powerful presence on the social networks, and was
simply using the phone out of convenience?
When you look at the cost of a social media analytics solution, it is
mere change compared to the millions and millions you’ve already
spent on that call center.

Case Study – it works

It works

Factors to Consider When
Choosing a Partner
• Size
– Large enough to make investments (Stable)
– Small enough to give you personal attention
• Leadership
– Executive team
• Industry or vertical expertise? (It depends)
– people, industry experience and nature of problem
• Training Program, Technology
– Get to know the Managers, the agents and the
executive team

Customer Experience Partnership

Maximize Customer Interactions,
Experience and Optimization
• Customer Lifecycle Data Management
• Workforce Optimization
• Workplace Optimization
• Unified intelligence gathering

Q&A

Stratus representatives will be at booth 58
through out Call Center Week 2014.
• http://bit.ly/ccw14info
• 855-875-CHAT

Become a Social Business | Call Center Week 2014 Workshop G

Recomendados

Recomendados

Más contenido relacionado

La actualidad más candente

La actualidad más candente (20)

Similar a Become a Social Business | Call Center Week 2014 Workshop G

Similar a Become a Social Business | Call Center Week 2014 Workshop G (20)

Más de stratuscxm

Más de stratuscxm (8)

Último

Último (20)

Become a Social Business | Call Center Week 2014 Workshop G