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Managing Social Media
Within Your Contact Center
Confidential & Proprietary
♦ The Landscape – How Can a Contact Center Help?
♦ Selecting the Social CSR
♦ Social Workforce ...
Confidential & Proprietary
Perspective
www.telerx.com @JohnMacD1
Confidential & Proprietary
So…
How Can
a Contact
Center Help?
The Landscape
Confidential & Proprietary
♦Engagement
• How do I improve
customer engagement
with social media?
♦Measurement:
• How do I ...
Confidential & Proprietary
Consumer Services…
Gotta Grab a Bat!
Social Media Mktg Spend - Forrester
Confidential & Proprietary7
Who is Monitoring?
Photo: gabrielworks.com
Confidential & Proprietary
Paid
SM Tools
Free
SM Tools
Query
Development
Social
Media
Social CSR
Reporting
Analysis
Coding...
Confidential & Proprietary
♦ Experience & Knowledge
• Personal SM Usage
• Customer Service
• Industry
♦Skills
• Computer
•...
Confidential & Proprietary
♦ Volume
♦ Posts Per Hour (PPH)
♦ Hours of Operation
♦ Sweeps or Near Real-Time
♦ Outage
♦ Misc...
Confidential & Proprietary
♦ Social Media 101 – Introduction
♦ Technology
♦ Keyword Development
♦ Running Reports
♦ Analyz...
Confidential & Proprietary
Metrics
Internal:
To Manage the Business
External: To Report Relevant
Intel to Stakeholders
Confidential & Proprietary13
Build Metrics to Support Specific Objectives
OBJECTIVESInnovation
Customer
Experience
Campaig...
Confidential & Proprietary
♦ Service level – Speed of Answer
• Red – Within 1 hour
• Yellow – Within 24 hours
• Green – Wi...
Confidential & Proprietary
Get Beyond Traditional Social
Media Metrics…
Workflow
…Leverage Your
CRM Hierarchy
Confidential & Proprietary
Screenshot from Radian6 Engagement Console
Workflow
Confidential & Proprietary
♦ Insights & Analysis
♦ Trending
♦ Influencers
♦ Hot Topics
♦ Breaking Topics
♦ Competitor info...
Confidential & Proprietary
Managing the Social Queue
PHONE, CHAT, EMAIL
SOCIAL
Confidential & Proprietary
Beyond the Branded Pages & Accounts
Keyword Development
Confidential & Proprietary
What Can You do?
“The goal isn’t to be good at
social media, the goal is to be
good at business...
Confidential & Proprietary
John MacDaniel
@JohnMacD1
267.942.3326
Thank you for
attending this session.
Please fill out an...
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Managing social media jmd telerx Slide 1 Managing social media jmd telerx Slide 2 Managing social media jmd telerx Slide 3 Managing social media jmd telerx Slide 4 Managing social media jmd telerx Slide 5 Managing social media jmd telerx Slide 6 Managing social media jmd telerx Slide 7 Managing social media jmd telerx Slide 8 Managing social media jmd telerx Slide 9 Managing social media jmd telerx Slide 10 Managing social media jmd telerx Slide 11 Managing social media jmd telerx Slide 12 Managing social media jmd telerx Slide 13 Managing social media jmd telerx Slide 14 Managing social media jmd telerx Slide 15 Managing social media jmd telerx Slide 16 Managing social media jmd telerx Slide 17 Managing social media jmd telerx Slide 18 Managing social media jmd telerx Slide 19 Managing social media jmd telerx Slide 20 Managing social media jmd telerx Slide 21
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Managing social media jmd telerx

Session from Contact Center Spring 2012 Conference & Expo, which took place in Orlando, FL, 4/23 – 4/26/12. John MacDaniel, Telerx’s Sr. Director, Voice of the Customer, discusses how to leverage contact center best practices and apply them to social media, and how by doing so, you prepare your contact center to take a leading role in managing social media monitoring and engagement efforts.

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Managing social media jmd telerx

  1. 1. Managing Social Media Within Your Contact Center
  2. 2. Confidential & Proprietary ♦ The Landscape – How Can a Contact Center Help? ♦ Selecting the Social CSR ♦ Social Workforce Management ♦ Social Training ♦ Metrics the Contact Center Can Provide Workflow ♦ Managing the Social Queue ♦ Keyword Development Agenda
  3. 3. Confidential & Proprietary Perspective www.telerx.com @JohnMacD1
  4. 4. Confidential & Proprietary So… How Can a Contact Center Help? The Landscape
  5. 5. Confidential & Proprietary ♦Engagement • How do I improve customer engagement with social media? ♦Measurement: • How do I measure the effect of social marketing on my business? Customer Service IS the New Marketing R C U S T O M E A E S E R V C R K E T I N G SM Examiner-Industry Report-2011
  6. 6. Confidential & Proprietary Consumer Services… Gotta Grab a Bat! Social Media Mktg Spend - Forrester
  7. 7. Confidential & Proprietary7 Who is Monitoring? Photo: gabrielworks.com
  8. 8. Confidential & Proprietary Paid SM Tools Free SM Tools Query Development Social Media Social CSR Reporting Analysis Coding Engagement CSR Consumer MarketingCustomer Service Phone Email Chat Mail Training Who in the Contact Center is Monitoring and Engaging via Social Media? Escalate
  9. 9. Confidential & Proprietary ♦ Experience & Knowledge • Personal SM Usage • Customer Service • Industry ♦Skills • Computer • Writing • Typing ♦ Talents • Pop Culture Interest • Critical Thinking & Common Sense • Problem Solving • Desire to Assist • Drive to Take Responsibility & Be Accountable Competencies of the Social CSR Talents Skills Experience & Knowledge
  10. 10. Confidential & Proprietary ♦ Volume ♦ Posts Per Hour (PPH) ♦ Hours of Operation ♦ Sweeps or Near Real-Time ♦ Outage ♦ Miscellaneous Staffing – FTE Calculation
  11. 11. Confidential & Proprietary ♦ Social Media 101 – Introduction ♦ Technology ♦ Keyword Development ♦ Running Reports ♦ Analyzing Trends ♦ Identifying Relevant Intell ♦ Insights ♦ Engagement Process – Rules of Engagement ♦ Engagement Quality – Social Customer Service Training
  12. 12. Confidential & Proprietary Metrics Internal: To Manage the Business External: To Report Relevant Intel to Stakeholders
  13. 13. Confidential & Proprietary13 Build Metrics to Support Specific Objectives OBJECTIVESInnovation Customer Experience Campaign Management Sales/ Lead Gen Brand Health Efficiencies/ Costs
  14. 14. Confidential & Proprietary ♦ Service level – Speed of Answer • Red – Within 1 hour • Yellow – Within 24 hours • Green – Within 48 hours ♦ First Post Resolution (FPR) ♦ Positive Acknowledgement Response (PAR) ♦ Service Sentiment ♦ Content Correct – Yes/No ♦ Tone of Response Appropriate – Yes/No ♦ Voice of the Brand Represented – Yes/No ♦ Support Brand Messaging – Yes/No for Improved Customer Experience Quality and Productivity Metrics
  15. 15. Confidential & Proprietary Get Beyond Traditional Social Media Metrics… Workflow …Leverage Your CRM Hierarchy
  16. 16. Confidential & Proprietary Screenshot from Radian6 Engagement Console Workflow
  17. 17. Confidential & Proprietary ♦ Insights & Analysis ♦ Trending ♦ Influencers ♦ Hot Topics ♦ Breaking Topics ♦ Competitor information ♦ Cross Channel Implications ♦ Cross Channel Consumer Data ♦ Action Items & Recommendations ♦ Engagement Opportunities ♦ Web Analytics Reporting
  18. 18. Confidential & Proprietary Managing the Social Queue PHONE, CHAT, EMAIL SOCIAL
  19. 19. Confidential & Proprietary Beyond the Branded Pages & Accounts Keyword Development
  20. 20. Confidential & Proprietary What Can You do? “The goal isn’t to be good at social media, the goal is to be good at business.” - Jay Bear
  21. 21. Confidential & Proprietary John MacDaniel @JohnMacD1 267.942.3326 Thank you for attending this session. Please fill out an evaluation form.
  • sofiacakti1

    Feb. 12, 2015

Session from Contact Center Spring 2012 Conference & Expo, which took place in Orlando, FL, 4/23 – 4/26/12. John MacDaniel, Telerx’s Sr. Director, Voice of the Customer, discusses how to leverage contact center best practices and apply them to social media, and how by doing so, you prepare your contact center to take a leading role in managing social media monitoring and engagement efforts.

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