THOCC cc cafe
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THOCC cc cafe
- 4. Worldwide SL Standard: 80/20.
- 8. CertificaatTeam Leader T H E H O U S E O F C O N T A C T C E N T E R S in samenwerking met RANDSTAD Callforce WORDT HIERBIJTOEGEKEND AAN: Heeft met succes het volledige parcours van de Certificering doorlopen . LEIDINGGEVEN IN EEN CONTACT CENTER Houder van het Certificaat. The House of Contact Centers Randstad Callforce Datum van toekenning: Kenny Coenen
- 9. 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 HIERBIJTOEGEKENDAAN: 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
- 10. Mic Adam
- 11. Is social Media a fad?
- 12. Mic Adam Social Media activities • Awareness Building • Inventory Services • Policy Creation • Training • Monitoring • Market research
- 13. What is social media? Vanguard Leadership March,2010 (c)
- 15. Social Media and Networking is of all ages! Vanguard Leadership March,2010 (c) Classmates Facebook LinkedIn Twitter Ecademy
- 16. Turning big numbers into business
- 18. How do you get started without loosing your reputation?
- 19. How Social Media is thought to plug into a business My Marketing could use some of that social media!
- 20. Customer Support Market Research Online Reputation Management Community Management Consumer Insights Recruiting Business Development Sales P.R. Business Measurement Marketing Education Thought Leadership Search/SEO Mobility How Social Media actually plugs into a business Customer Acquisition Lead Generation Crisis Management Internal collaboration Customer Retention Advertising Advocacy Event Management Fund-Raising Corporate Communications
- 21. It is a two-way conversation!
- 22. 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
- 23. It is happening today!
- 24. New wave – Trigger based outbound
- 25. 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
- 26. Process to implement Social media Awareness Building Inventory Social Media Policy Training Monitoring Goals, Objectives, strategy Teams Ambassadors Project: define – roll-out
- 27. Create Awareness Alert: The Bad & The good!
- 28. 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
- 29. 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
- 30. 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
- 31. 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
- 32. 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
- 33. Step 5: Invest in Technology • Many methods to monitor • Tools vs Services • Free vs Paid
- 34. 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.
- 35. Step 6: Quality Assurance • Keep your eyes on the ball – things go VIRAL fast! • Follow up with clients after contact • Continuous training
- 36. 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
- 37. 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
- 38. What is next for YOU? Do not be left behind Social Media activities • Awareness Building • Inventory Services • Business Case • Policy Creation • Training • Monitoring
- 39. 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
- 44. Hans Cleemput
- 45. I need a credit Telco: best one stop shop IT Helpdesk Me and my boss
Notas do Editor
- WelcomeWho am I?20 years of marketing (product and general marketing)10 years of international salesMe and social networkingMarketing strategy no longer worksMove towards face to face networkingMove towards social media
- Livecast – platform to stream video from (video podcast with content)MMO = massive multiplayer onlineMOG = Massive online gameMMORP = Massively multiplayer online role-playing game
- Another myth about social media
- New stats from Nielsen Online show that by the end of 2008, social networking had overtaken email in terms of worldwide reach. According to the study, 66.8% of Internet users across the globe accessed “member communities” last year, compared to 65.1% for email. The most popular online activities remain search and Web portals (with around 85% reach) and the websites of software manufacturers.The far-reaching study also explored a number of other trends within the social networking space. In 2008, users spent 63% more time on member communities than they did in the previous year. However, within member communities, Facebook saw growth of 566% in time spent on it by users worldwide. As has been reported elsewhere, Facebook’s fastest growth demographic is older users – the social network tacked on 12.4 million people between ages 35-49 in 2008 according to Nielsen.Some other key findings from the report:- Globally, Facebook reaches 29.9% of global Internet users, versus 22.4% for MySpace.- MySpace remains the most profitable social network, generating an estimated $1 billion in revenue versus $300 million for Facebook in 2008.- Facebook is the top social network in all countries except Germany, Brazil, and Japan (Nielsen still has MySpace as tops in US in the report, but as of January ’09, that had changed).- On Twitter, CNN, The New York Times, and BBC have the greatest reach among mainstream media companies as of late February.Overall, most of these trends aren’t surprising if you’ve been following the space, but nonetheless, tie some numbers to them. Most impressive is the rise of Facebook, who is outpacing the growth of the social networking space on the whole by nearly tenfold.
- Who doesn’t know about the “Will It Blend” series on YouTube? Created by George Write, the marketing director of Blendtec, the campaign was low cost and instantly became a hit. In the video, Tom Dickson the CEO of Blendtec, attempts to blend objects in their blender. This simple idea led to a “five-fold increase in sales”.Blendtec leveraged YouTube’s subscriber base and tried something fun and original. The campaign was a success and continues to entertain and sell.