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Using Social Data & Gaming Mechanics to Improve Customer Service

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In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.

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Using Social Data & Gaming Mechanics to Improve Customer Service

  1. 1. 21st century Customer Service. Let the Games begin!
  2. 2. Gamers. More misunderstood than Estate Agents.
  3. 3. Gaming Motivators. Or Are They?
  4. 4. What does gaming have to do with Customer Service?
  5. 5. 55% Organisations will compete primarily on Service by 2020 50% Believe increasing complexity will be the biggest Barrier to delivering good service 50% believe lack of skilled staff is the biggest barrier now.
  6. 6. Digital Experiences can lead to a double digit difference in Customer Satisfaction
  7. 7. The Advisor vs The Gamer
  8. 8. Contact Centres and Communities
  9. 9. Social Profiles and SLAs
  10. 10. Empowerment and Autonomy
  11. 11. Empowerment Model Autonomous Model
  12. 12. Leaderboards and NPS
  13. 13. Just Gaming Motivators?
  14. 14. In Summary: 1. Don’t create a Contact Centre. Create a Community 2. Use social data to speed up service 3. Create systems of Autonomy and Progress 4. Use customer rankings as a form of self-governance BONUS TIP: ID the natural Gamers in your team. They are likely to be your best problem solvers!
  15. 15. Thank you for trusting me with your time.