Social Media and the Contact Centre presented by Mike McMinn, Amtel Communications

Introduction
Social Media and the Contact Centre
• Mike McMinn – Project Manager / Business Analyst
• Amtel Communications Limited
• Interactive Intelligence Products

Innovative Communication Solutions for New Zealand Businesses www.amtel.co.nz
Innovation • Experience • Value www.amtel.co.nz
©2012 Amtel Communications Ltd

©2009 Interactive Intelligence, Inc.

Introduction
Social Media and the Contact Centre
• What Is It?
• Why Bother?
• How?
• The Challenge
• A Few Thoughts On The Future



What Is It?
Definitions
• Interaction
• Communication
• Social
• Dialogue
• Personal



What Is It?
We’re All Social Media Experts
• We all know how to talk
• We all know if someone is rude
• We all know what makes us feel
comfortable
• We all know what gives us
confidence in a brand



What Is It?



What Is It?
Top 10 Most Popular Social Networking Sites - 15/8/2011

736,000,000 32,000,000

200,000,000 25,000,000

115,800,000 15,500,000

80,500,000 27,000,000

60,000,000 12,000,000
Source: http://www.ebizmba.com Estimated Unique Monthly Visitors - Aug 2011



What Is It?
Top 10 Most Popular Social Networking Sites - 20/6/2011

750,000,000 25,500,000

250,000,000 20,500,000

110,000,000 19,500,000

70,500,000 17,500,000

65,000,000 12,500,000
Source: http://www.ebizmba.com Estimated Unique Monthly Visitors - Jun 2012



What Is It?
The Facebook Phenomenon

Source: http://roymorejon.com/top-10-social-networking-websites-of-2012/

What Is It?
Top 10 Most Popular Sites In New Zealand
1 6

2 7

3 8

4 9

5 10
Source: http://www.alexa.com



What Is It?
What Is Social Media Being Used For?

• Participating
• Making Connections
• Having Conversations
• Building Communities



Why Bother?
The Hype



Why Bother?

Source: http://www.idfive.com/

Why Bother?
1995 - Déjà Vu



Why Bother?
Latest Social Media Statistics
• Over 1 billion users on the social web
• 500 million registered Twitter accounts
• 140 million tweets sent a day
• LinkedIn over 150 million users
• Social Media Ad Spending Projected to Hit $8.3 Billion in 2015
• Recent ININ survey identified a 3rd of Social Media Users
• 700,000+ NZ users ready to interact via social media



Why Bother?

Source: http://www.schools.com/visuals/social-media-making-us-socially-awkward.html

Why Bother?
How The Markets Are Self-Organizing Themselves



Why Bother?
Reporting Problems about Your Products and Services



Why Bother?
But unlike other channels, this channel is NOT directed to you



Why Bother?
Your Customers are Talking….. about YOU
Are You Listening?
• If you don’t know about it you can’t
influence it
• Lose touch with you customers
• Potential for bad PR, their not interested
• Eventually it could effect the bottom line



Why Bother?
Why does this matter to your business?
• Social creates new channels of communication



Why Bother?
Technology Advances
• Proliferation of Social Media on all types of devices
• Solutions allow you to route them like any other channel

Competitive Reasons
• Expectations are increasing – to compete you must meet
these demands
• Customers desire the ability to decide when and how they
will communicate with your firm
• Opportunity to leap frog competition
• Customers will go ELSEWHERE



Why Bother?
Cost Efficiencies
• Self-Service can reduce calls into the contact centre by 12-14%
• Usually the 2nd channel added is email, which increases the
reduction to 16-18%
• If you add chat, it goes up to a 25% reduction in calls
• When someone deploys a second channel, typically they then
deploy the 3rd channel within a period of 12-18 months.

Source: Gartner Group

How!
You’ve Got a Plan, Right?
• Plan
• Execute
• Listen / Maintain
• Evolve



How!



How!

Source: http://www.fishburn-hedges.co.uk

How!
Key Areas to Consider
Social
• Do you want or need to add Video Media
social media yet? Web
Call-
• What to Consider with SMS Chats back
Channels.
• How to Respond? Emails Faxes
• How to Report/Monitor?
Calls

Contact Center Agent


How!
What to Consider with Channels
• Customers
• Information
• Latency
• Complexity
• Cost



How!
The Right Tools

• Structured Data
• Social Media Analytics
• Integration Platform

Analytics Solution Contact Centre Solution


The Challenge
Based on Real Life Case Studies
• Hesitancy
• Technical Hurdles
• Operation Hurdles

Large NA Insurance
Company



The Challenge
Key Pieces of Advice Offered
• Don’t ignore it
• Use the tools out there today and start monitoring
• Planning is key
• Evil Empire



The Challenge
Some Ideas on Best Practices
• Survey your customer base
• Identify the skills and
capabilities
• Select the appropriate talent
• Select the appropriate
technology
• Create a process to “listen”
• Track social media progress in
driving engagement
• Evolve



What’s Next!
The A Few Thoughts on the Future
• Internet Fundamental Economic
Instrument
• The Generation Gap – Mobile Apps
• Zynga Revenue $660M Virtual Goods
• Data Aggregation - “Data will be the
next Oil!” - Gerd Leonhard
• Gartner 2015 Predictions About
Context.
• Facebook will be the Next BBC



Thank You For Listening



Social Media and the Contact Centre presented by Mike McMinn, Amtel Communications

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Social Media and the Contact Centre presented by Mike McMinn, Amtel Communications