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
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
I need a creditTelco: best one stop
shopIT Helpdesk
Me and my boss
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