Measuring Social Care In the Contact CenterMetrics & ROI for Social Customer Service
Webinar:
On-demand: http://telusinternational.com/socialcrm
Original air date: March 2012
Webinar Panel:
2 On Twitter: #scrmevent
Related white paper:
TELUS International white paper in partnership with Oracle Corporation & Kenna Inc.
Covers: The push to serve through social channels Metrics for running an effective social care program Calculating ROI for social customer service
Webinar overview:
Download at: http://telusinternational.com/socialcrm
3 On Twitter: #scrmevent
Measuring social care
Panel:
Walter Van NordenDirector, MarketingTELUS International
Kim KeatingFounder & CEO Kenna Inc.
Jim RainvillePrincipal Sales EngineerOracle Corporation
Webinar overview
4 On Twitter: #scrmevent
What we’ll cover
How traditional contact center metrics work for social care
How to use metrics to speak to (& convince) executives of social care benefits
How to develop a social ROI framework covering revenue generation, cost avoidance & total program costs
A look at @TELUSsupport
What’s next – where’s the technology? Oracle insights.
Webinar overview
5 On Twitter: #scrmevent
The rise of social care in the contact center
“”
In 2010, only 5 percent of organizations took advantage of social/collaborative customer action to improve service … within five years we expect that community peer-to-peer support projects will supplement or replace Tier 1 contact center support in more than 40 percent of top 1,000 companies with a contact center. – Gartner 2011
Webinar overview:
6
Measuring social care
every customer contact...
... in all contact mediums
... to the right support source
...always on, always aligned.
? AGENT
SELF-HELP
Serve customers where they are, when they want, in a consistent manner
Start by viewing social care as another contact channel
Webinar overview:
7 On Twitter: #scrmevent
But still lots of big questions
What are the right metrics to track?
How do you measure performance when support can be provided by thousands of employees?
How do you track these conversations as they bounce around channels?
How do you connect revenue to conversations that happened in 140 characters?
How do you speak to C-levels about ROI?
Webinar overview:
8 On Twitter: #scrmevent
What are the key metrics?
Popular social media metrics such as “likes, followers & retweets” are good for measuring top-funnel activities but do not correlate to a successful social care program
Since social care is a new contact channel in a multi-channel service strategy, KPIs should complement longstanding contact center metrics
Using a contact center approach, social care metrics can be categorized into:
1 2 3Service Measures
Quality Measures
EffectivenessMeasures
Webinar overview – March 13 @ 10:45 am ET
9 On Twitter: #scrmevent
What’s the ROI of social care?
Benefits of a well-run social care program can be far reaching – from increases in market share to operational cost savings
Business cases require traditional formulas
We’ll discuss an ROI framework for social care
Webinar overview:
10
Why TELUS sees value in social care?
7500 + resolutions
Complaints are an "opportunity for #AWESOME"
Webinar overview:
11 On Twitter: #scrmevent
What’s next. Where’s the technology?
Social care technology for the contact center has not kept pace
Most companies manually calculate metrics and build dashboards
Fortunately, technology is rapidly changing to automate these metrics
Oracle to share insights from their perspective
Webinar overview:
12 On Twitter: #scrmevent
Who are we? Why this panel?
Webinar overview:
TELUS International delivers contact center outsourcing solutions to some of the world’s largest brands in the financial services, communications, consumer electronics & utilities industries.
Oracle Corporation is developing a proof of concept product that merges social network listening with traditional contact center channels such as Click to Call and Click to Chat.
Kenna Inc., through consulting and research services, helps organizations achieve excellence in their multi-channel contact strategies.
Watch now | download the white paper:
Learn more about our social care & contact center practices: http
://telusinternational.com | @TELUSint
Webinar:
Original air date: March 2012
Watch at: http://telusinternational.com/socialcrm