Slides from Workshop G - Mike Lewis
Become a Social Business” Workshop
The workshop was given to leaders in customer service needing to shift from using social as a function to incorporating it as a business-wide strategy.
3. http://stratuscontactsolutions.com
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.
9. http://stratuscontactsolutions.com
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
12. http://stratuscontactsolutions.com
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.
13. http://stratuscontactsolutions.com
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
16. http://stratuscontactsolutions.com
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
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Businesses are using social for
• Creating New Business Opportunities
• Marketing, customer engagement &
product development
• Engaging in the workplace & Lead
generation
• Creating more return customers
21. http://stratuscontactsolutions.com
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
26. http://stratuscontactsolutions.com
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.
31. http://stratuscontactsolutions.com
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
At your chair you will have a notebook and pen. Included in the notebook is today’s agenda and a workshop survey to be handed in at the end.
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 profitability, customer retention