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Social Media


Social Media: “Just another channel in the Contact Center”?

Monday June 6th 2011 4pm Rated 3 2 Comments Social Media
A couple of thoughts produced alot of questions about the future of social media in the contact center...
Community

Web Chat

Wednesday November 17th 2010 10am Rated 4 1 Comment Inbound Tools Social Media Chat
Many centers today now offer chat support to everybody...
Community

Collaboration: The New Business Model

Tuesday October 5th 2010 9am Rated 0 1 Comment Collaboration Continuous Improvement Customer Advocate Executive Trending Social Media
Contact Center leaders have a critical role to play in this new model: Advocating for the customer at the board room table...

What is Happening in the World of Social Media in the Contact Center?

Wednesday August 17th 2011 3pm Rated 3 0 Comments Social Media
Previously recorded on August 9, 2011

Social Engagement Management: The Next Generation - Part: 1

Thursday September 29th 2011 8am Rated 2 0 Comments Social Media Management Customer
It is nothing less than amazing, how in such a short amount of time social media has taken over our personal and business lives. Starting out as a college networking site, Facebook now only 7-years old, is the go to place for everything from keeping in touch with friends to researching purchase decisions, to creating content about things you like and dislike.

Queue Talk: Self Service, Social Media, and the Mobile Device Impact on the Contact Center

Thursday May 12th 2011 12pm Rated 2 0 Comments Social Media Self Service
Rich Hand and Mariann McDonagh, CMO of inContact talk about three of the hottest trends in our industry; self service, social media, and mobile technology.

How Social Media Impacts Customer Contact

Friday February 25th 2011 9am Rated 2 0 Comments Social Media
Previously recorded on February 24, 2011
Gold

How to Integrate Social Media into Your Contact Center

Friday January 28th 2011 11am Rated 2 0 Comments Social Media Contact
Previously recorded on January 27, 2011
Community

8 Steps for Launching a Successful Social Media Customer Service Program

Thursday March 1st 2012 8am Rated 1 0 Comments Social Media Customer Service Management
The contact center industry has officially entered the next evolution of customer engagement and many are on a mission to figure out how best to implement these new and emerging technologies to service our digital customers.

Social Engagement Management: The Next Generation - Part: 2

Thursday October 13th 2011 10am Rated 1 0 Comments Customer Management Social Media
In Part One of our article (presented in Insider Newsletter, October 3) we looked at the rapid pace in which social media has evolved not only in our personal but also business lives. We also looked at the impact social media is having on the contact center industry. As contact center professionals, there are certain challenges we face in trying to adopt social media into our business and adapt to the new “social operating” model.

Are You Social?

Monday January 31st 2011 1pm Rated 1 0 Comments Metrics Reporting Social Media
We are determined to get a baseline metric for the usage and impact of Social Media in the contact center. Take the survey... Reap the Rewards... Take the Survey Today!
Community

Technology Trends, Where is The Contact Center Going?

Tuesday January 18th 2011 11am Rated 1 0 Comments IVR Social Media Management Trending Technology Tools
Rich Hand interviews Graham Allen, Director of Product Development & Strategy at Convergys. Graham shares interesting insights of where the future of technology is taking the contact center.
Community

Is More Social Networking Leading to a Less Social Society?

Monday January 3rd 2011 10am Rated 1 0 Comments Social Media
As contact center professionals we have been dealing with this for a long time over the phone. Many customer interactions are more aggressive because the person on the other end of the phone knows they don’t have to deal with the customer service representative face to face. If they did, the interaction would most likely be different. Phone and offshore customer service has given people the excuse to be less respectful and more unreasonable in their expectations of the customer service experience. If every customer interaction was face to face, customer service would be different from both the expectation and delivery.
Community

Session 105: Innovating the Customer Experience: The Future of the Contact Center Industry

Wednesday April 25th 2012 7am Rated 0 0 Comments Conference Social Media Cost Measures
A decade ago, if a customer had a bad experience with customer service, they may have told one or two people. In today’s Web 2.0 era, if a customer has a bad experience, they now have many brand damaging options including creating a viral video, telling hundreds of their Facebook friends with a simple post, or even creating an “I hate your company blog” for all to see and stumble upon.
Community

The Study On Social Media Says...

Wednesday June 29th 2011 12am Rated 0 0 Comments Social Media Inbound
CCA recently conducted a Social Media in the Contact Center survey. We received over 300 responses. After looking at the data we determined there were 278 organizations that met the criteria we set for the survey respondents. The complete study will be released late June but I will share some of the 30,000 foot analysis of the preliminary findings.
Community

VIPdesk and the Contact Center Association Presenting Joint Webinar: How to Integrate Social Media Into Your Contact Center

Monday January 24th 2011 2pm Rated 0 0 Comments Social Media
Media Contact: Linda Dickerhoof VIPdesk 703-837-3507 ldickerhoof@vipdesk.com

ASSOCIATIONS vs. SOCIAL NETWORKING

Wednesday November 17th 2010 11am Rated 0 0 Comments Social Media
Associations and Social Networking— are they the same, are they somewhat similar, or are they completely different? To answer that question, consider the definitions for each according to Google web definitions:
Community

Getting Social with Customers

Monday August 30th 2010 11am Rated 0 0 Comments Social Media Customer Customer Service
Five companies that are embracing their customers through social media.
Community

Comcast Digital Care

Tuesday August 24th 2010 3pm Rated 0 0 Comments Social Media Customer Customer Service IVR Performance Satisfaction Team Contact People Call Volume
Are call centers ready for social media? Comcast thinks so. A look at how the cable giant uses social media to engage customers.
Community

The Impact of Word of Mouth in the Web 2.0 World

Tuesday August 24th 2010 11am Rated 0 0 Comments Social Media Customer Customer Service Email Experience Team Contact Customer Loyalty
Social media provides a powerful and contagious platform for customer complaints. Leverage online feedback to identify viral potential.
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