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“Social” Service

Can contact centers

handle this?

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Me & SoMe? NIMBY*

• Meeting and greeting fine, but I don’t

want to show my dirty laundry to

everyone

• I want to control the conversation

• Social is just full of negative sentiment

• I cannot prepare for viral attacks

* George Carlin’s – “not in my backyard”

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Delivering a “Social” Service

• Requires attention to your “followers”

• Contact center has the mass and the

tools

• Followers will want qualified, personal

attention

• Skills of personnel need to be

empowered & know when to escalate

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What needs to be done?

• What processes need to be defined for

clear escalation paths?

• Should the contact center really be the

front line?

• Will this just be a slow motion train

wreck?

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Getting there is not hard

Assess

Align

Recommend

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Assessment

Customer Brand

Partner Competitor

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Alignment

Strengths Weaknesses

Opportunities Threats

SWOT

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Round up your strategy team

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Build the Social Media Strategy

Goal

Mission

Benefits

Resources

Programs

Reporting

Strategy

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For More Information

Andrew MaherManaging PrincipalStrategic ConsultingAvaya

http://xeesm.com/AndrewMaher/

@serviceplease20

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Publications

• Social Media im Kundenservice –

Smart Service im Social Web

– Juni 2011, u.a. A. Maher

– http://bit.ly/SMimKundenservice

• ServicePlease Blog

– http://serviceplease.de/

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THANK YOU