The Contact Center as a Customer Information Hub

Presented by

Join the Conversation:

Submitting your questions in the Go to Webinar window

Following along and share your thoughts on Twitter at #TSCWebcast

You can participate by:

The Panel:

Barry Dalton is a customer service strategy and technology leader with over 22 years of experience designing and implementing loyalty strategy, business processes and technology architecture for Fortune 500 and mid-market companies.

John Hernandez is Vice President and General Manager in Cisco System's Enterprise, Commercial and Small Business Division. His vision combines traditional contact center technology social media, network-based multimedia recording, web 2.0 agent workspaces and video to enable organizations to forge deeper, proactive customer relationships.

Dan Miller is a thought leader on Recombinant Communications and the founder/analyst at Opus Research. He has helped to define the Conversational Access Technologies marketplace by publishing widely on the business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure.

Emily Yellin, Moderator,is a longtime journalist and the author of Your Call Is (Not That) Important to Us. Emily visited call centers in four continents when researching her book, and she regularly speaks at industry conferences and in the news media about customer service and contact centers.

Data & Knowledge Management in the Social Business Model

From To

Static Knowledge Management

Dynamic Knowledge Monitoring

Call Center Operations

Social Media Integration

Desktop Applications [CRM]

Information Gathering & Analysis

Source: Accenture POV “Social CRM – The New Frontier of Marketing, Sales and Service

Information Creation & Consumption Model in the Social Enterprise

Source: Accenture POV “Social CRM – The New Frontier of Marketing, Sales and Service

Author

Publish

Consu

me

Feedback

Ana

lytic

s

Authors create and/or modify content. In the social web, authors are also consumers

Publishing workflow and engagement guidelines

Users (agents AND consumers) use the content to address issues. Analytics data gathered based on usage to identify ‘superusers’

Users provide feedback such as recommendations on products. Ratings on content usefulness

Analytics & Insight on what is working well, what needs improvement in the customer experience

How #cctr becomes a hub

7© 2011 Opus Research, Inc.

Conversing with customers

• Multichannel, Multimodal and Mobile– Customers choose time, place and channel– Companies detect context, impute intention– Shorten time to resolution

• WFO versus WTF??!!!– CSRs bring their own “graphs” and experience– Enterprise tries to enforce KPI’s and other metrics– We have not achieved equilibrium

8© 2011 Opus Research, Inc.

Thank you for Joining Us!

To access a complete archive of this and other webinars and eBooks Join an Engaged Community of Customer Service professionals Contribute to the daily conversation of need-to-know business information on Customer Service Connect with our panelists using the search feature:

Visit us at TheSocialCustomer.com: