Worldwide SL Standard: 80/20.

Certificaat Team Leader

T H E H O U S E O F C O N T A C T C E N T E R Sin samenwerking met RANDSTAD Callforce

WORDT HIERBIJ TOEGEKEND AAN:

Heeft met succes het volledige parcours van de Certificering doorlopen .

LEIDING GEVEN IN EEN CONTACT CENTER

Houder van het Certificaat. The House of Contact Centers Randstad Callforce

Datum van toekenning:

Kenny Coenen

Hanne Jochems

Contact Center Management Expert

T H E H O U S E O F C O N T A C T C E N T E R S

Certificaat

WORDT HIERBIJ TOEGEKEND AAN:

Heeft de Expert Class gevolgd en het eindwerk met succes voorgesteld en verdedigd

Houder van het Certificaat

Datum van toekenning:

Inge Vissers David Gybels Marc Van Remoortere Christophe Vandecaveye

The House of Contact Centers, programmacommissie en jury

Mic Adam

Is social Media a fad?

Mic Adam

Social Media activities• Awareness Building• Inventory Services• Policy Creation• Training• Monitoring

• Market research

What is social media?

Vanguard Leadership March,2010 (c)

Social Media and Networking is of all ages!

Vanguard Leadership March,2010 (c)

Classmates

Facebook

LinkedIn

Twitter

Ecademy

Turning big numbers into business

How do you get started without loosing your reputation?

How Social Media is thought to plug into a business

My Marketing could use

some of that social media!

Customer Support

Market Research

Online Reputation ManagementCommunity Management

Consumer Insights

RecruitingBusiness Development

Sales

P.R.

Business Measurement

Marketing

Education

Thought Leadership

Search/SEO Mobility

How Social Media actually plugs into a business

Customer Acquisition

Lead GenerationCrisis Management

Internal collaboration

Customer Retention

Advertising

Advocacy

Event Management

Fund-Raising

Corporate Communications

It is a two-way conversation!

What is changing?

Old world

• Passive

• Wait for Calls

• Client visits you

• Exclusive

• Between you and the client

• Unequal

• Your are and have all the experts

• Scripted

• Canned Responses

New World

• Real-time

• Instant & ongoing

• Controlled by clients

• Permanent

• Posts are 24/7

• Public

• For all to see – Forum

• Equal

• Everyone is an expert

It is happening today!

New wave – Trigger based outbound

Social Media in the CC is a no brainer!

Your CC is the logical home for SoM

• Primary place for the customer contact information

• Staff in place to handle customer inquiries

Your CC houses your CRM system

CC team is gate keeper to escalate comments/discussions to the right people

Process to implement Social media

AwarenessBuilding

InventorySocial Media

PolicyTraining Monitoring

Goals, Objectives,

strategy

TeamsAmbassadors

Project: define – roll-out

Create AwarenessAlert: The Bad & The good!

Critical Success Factors

1. Make your business case

2. Decide where to house your efforts

3. Develop a social media program

4. Recruit & train front line agents

5. Invest in technologies and tools

6. Quality assurance

7. Listen, Learn and Respond

8. Advanced metrics

Step 1: Make your Business Case

• Get senior management on board

• Develop your business case to show Social Media will be used

• Define goals/purpose• Reputation management, online sales, new

product introduction, etc.

• Define your audiences• Start listening to find out where they are

Step 2: Where to house efforts

• Integrate the Social Media Channel into your CC

• Use CC as gatekeeper to escalate tweets and comments to right departments

• Include legal to support frontline staff

Step 3: Your Social Media Program

• Create and implement a Social Media Policy

• Get all departments to contribute

• Focus on roll-out and implementation

• Create a procedure to deal with posts

• Negative

• Positive

• Define who can post and react

• Create opening hours

• Create metrics

Step 4: Recruit & Train

• Pick agents to manage this channel

• Will become spokes people for the company

• Must be confortable with the channel

• Training should include:

• Turn fans into ambassadors

• Know the lingo

• Be transparent

• Concise (say something in 140 characters)

• Do’s and dont’s

Step 5: Invest in Technology

• Many methods to monitor

• Tools vs Services

• Free vs Paid

Step 5: Investment in Technology

• Basic tools

• Twitter search

• Google search

• Google Alerts

• Monitoring dashboards

• SocialMention

• Addictomatic

• Aggregators

• Tweetdeck

• Hootsuite

• Paid services

• Radian6

• Sysomos

• Engagor

• Tracebuzz

• Etc.

Step 6: Quality Assurance

• Keep your eyes on the ball – things go VIRAL fast!

• Follow up with clients after contact

• Continuous training

Step 7: Listen, Learn & Respond

• Listen

• What are people saying where? Are these comments good or bad? Who are the influencers?

• Learn

• Analyse sentiment to learn what customers want in real-time. Use this to generate leads or adjust your strategy?

• Respond

• Define the appropriate answer, be polite to the point, open en transparent

Step 8: Advanced Steps

• Integrate into your CRM system

• Build profiles of your clients

• Use social media monitoring to adjust your strategy

• Turn your clients into ambassadors

What is next for YOU?

Do not be left behind

Social Media activities• Awareness Building• Inventory Services• Business Case• Policy Creation• Training• Monitoring

Connect with me!

Vanguard Leadership (c) - May 2010

39

be.linkedin.com/in/micadam https://twitter.com/micadam

http://bit.ly/cPdiom http://micvadam.wordpress.com

micvadam

+32 478 50 41 35

Hans Cleemput

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