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:

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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