Social media

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Social Media For Service and Sales In the Contact Center
1:00 pm ET May 13, 2010

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Social Media’s Impact on Contact Centers

Social Media’s The Death of Focus Groups?

Impact on Contact Centers

Three Social Media Trends

1. Live Communities drive consumer and company action
• •Captive & embedded communities Gang, Bully & web-at-large communities

Three Social Media Trends
2. • Sentiment Aggregators create action Types of social media monitoring tools
Free- Klout and Google Dashboards- Brandwatch, Scoutlabs, Sysomos Customer analytics- Radian6, Biz360, Neilson CRM vendors- Gooble, Gooble, Gooble

Contact Center vendors use aggregators to find your pain points Watchouts

Three Social Media Trends

3. Viral Marketing and RFID create action
• Drives new customer care servicing models

Managing “The Buzz”
What should contact center managers do with social media in the next 6 months?
1. Listen - Take the web’s pulse on your company using a good sentiment aggregator 2. Take Macro Actions - As a result of the feedback
• • • Optimize your websiteFix your policies, procedures and rep empowerment Careful not to make your first move an intervention one

3. Don’t Overreact – Don’t simply jump into a proactive web intervention task force

Social Media For Service and Sales in the Contact Center
Todd Hixson & Will Humphry – Intuit, Accountant Professional Division


Arriving at a Social Media Strategy From
Passive Design:Posts may get answered if they are viewed Content relevance not associated to topic Inactive posts that do not live (fall to the bottom) Static User Experience Uncategorized and varied posts in one massive grouping Discourages participation if thread category is not listed

Active Design: Posts are queried by Answer-Bot first to find best answer Content relevance ranked and associated to topicLIVE posts that live (rises to the top) while users are online Dynamic Visual User Experience Contextually categorized posts at the point of need Encourages greater participation because it is not limited to unique threads

Intuit Confidential

Community and Why it’s Important…
What is the Online Community? • One Destination - Users can connect with other accounting and tax professionals •A Reference and Gathering Place - To share and exchange ideas, questions, and solutions • Online and in-product - Easy access at the point of need.

Why is Community Contribution Important? • Power of Peers • Valuable User Contribution • Organic Growth • Return on Peer Contribution

Intuit Confidential

Social Media within the Support Arena
How Community enables Support
•Answers questionswe can’t •Provides many-to-many answers •Searchable and Archived •Placement in-product allows easy access

Cool! I can ask a question right from my product.

Intuit Confidential

Impact to the Support Organization
How Community impacts the Call Center • Reduces Contacts • 10% YOY reduction • Right for me medium • Turns Agents in to Problem Solvers, not Answer Givers • Right Call to Rightagent • Engaged Employees • Reduces Customer Cycle Time • Customers do not want to call… they want answers • Community can provide an answer faster than the phone

Intuit Confidential

Managing Work from LIVE Community
Who manages the Intuit Community? • All Forums are "hosted" by Intuit •Ensure a high-quality environment for the exchange of ideas •Hosts manage the Forums and Discussions •Hosts manage the show • May move a post to a more relevant discussion • Edit or delete a discussion to organize the message board more effectively. • Remove an individual message or Individual participants • Staffed by Non-Phone Agents • Assist in both community and knowledge management

Intuit Confidential

ICMI Social Media Webcast
Impact of Social Media on the Contact Center May 13, 2010...
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