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Slides from Workshop G - Mike Lewis Become a Social Business” Workshop The workshop was given to leaders in customer service needing to shift from using social as a function to incorporating it as a business-wide strategy.
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Call Center Week 2014
Become a Social Business Workshop
June 10, 2014 | Las Vegas, NV
http://stratuscontactsolutions.com
BECOME A SOCIAL BUSINESS
15th Annual Call Center Week Conference & ExpoJune 10 | Mandalay Bay Resort & Casino, Las Vegas,
NV
http://stratuscontactsolutions.com
Workshop DetailsWorkshop Day 2 | June 10, 2014 | 11:30 AM | Workshop G
“Become a Social Business”The workshop is for leaders in customer service who need to shift from using social as a function to incorporating it as a business-wide strategy.
Social media and customer service experts will lead attendees through interactive presentation, relevant client-based case studies and best practices.
http://stratuscontactsolutions.com
Notebook, Agenda & Survey
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Mobile Survey
Please visithttp://bit.ly/ccw14info
http://stratuscontactsolutions.com
Q&A by Twitter
For any questions to be discussed during Q&A please tweet:
@stratuscxm “Your Question” #ccw14
http://stratuscontactsolutions.com
Visit us at Booth 58
http://stratuscontactsolutions.com
Workshop Agenda
http://stratuscontactsolutions.com
Mike Lewis
Social Media Leadership Author “Social Media Leadership”, 30 year telecom veteran and serial entrepreneur provides overview of Stratus and how new media will impact the growth of your business.
Touch points• Creating new business opportunities • Contact center & the business mission• Enterprise ROI model• Becoming a social business
http://stratuscontactsolutions.com
How Stratus and the application of new media will
grow your business
http://stratuscontactsolutions.com
Stratus Contact Solutions
http://stratuscontactsolutions.com
Stratus Background
Improving Sales Effectiveness and Customer Experience We provide one-to-one customer engagement solutions through our multi-channel contact center that incorporates social media, chat, emailand traditional call center services.
http://stratuscontactsolutions.com
Pioneering the Social Enabled Contact Center
• Demonstrated success of a real world contact center that is “fully optimized” and “socially-enabled”, and how the contact centers can be transformed to a Center of Excellence that can directly and substantially contribute to the growth of your brand and business
http://stratuscontactsolutions.com
Social Media Leadership
• What executives need to know
• Outline best practices for success
http://stratuscontactsolutions.com
http://stratuscontactsolutions.com
Our customers
• Companies, executives and entrepreneurs
• Intimidated by the language and terminology of social media
• Confused by the practical application of platforms
• Difficulty identifying best practices to grow their business
http://stratuscontactsolutions.com
Leveraging social media to reduce marketing costs and
increase customer satisfaction
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Social media as a function
Strategy
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Businesses are using social for
• Creating New Business Opportunities• Marketing, customer engagement &
product development• Engaging in the workplace & Lead
generation• Creating more return customers
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Your company’s mission statement
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Mission Statement
• Should describe your purpose for being in business
• Statement of your goals and philosophies that support them
• Contain operating goals• Describe relationships with
customers, shareholders and partners
• Describe future growth
http://stratuscontactsolutions.com
How does your contact center fit into your company’s
mission statement
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Does it properly convey your beliefs to customers and
prospects?
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Are you engaging your customers where they
choose?
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Does data for your contact center match data from other
insights online?
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How do you establish an Enterprise ROI process to combine the
utilization of social media with traditional contact center
engagement to achieve the growth goals outlined in your mission
statement.
http://stratuscontactsolutions.com
Social Business
http://stratuscontactsolutions.com
Helping businesses adapt to the new world of customer care and acquisition is our
mission and reason to exist.
http://stratuscontactsolutions.com
You have to play to win and Stratus will make you a
winner!
http://stratuscontactsolutions.com
ILD Corp Brands
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Dennis Stoutenburgh
Social Media Customer Engagement What is social customer service? What are the best practices? How can social supplement inbound and outbound tactics? Who are the companies / case studies to follow?
Key Touchpoints• Social Listening for call center • Social media for Inbound / Outbound• Social media win-back programs
http://stratuscontactsolutions.com
Schedule an appointment
Stratus representatives will be at booth 58 through out Call Center Week 2014.
Schedule an appointment• http://bit.ly/ccw14info• 855-875-CHAT