The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

Archive for January 2012

Flowtown.com: the Small Business Social Media Cheat Sheet

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Thanks to Flowtown for this fantastic infographic The Small Business Social Media Cheat Sheet:

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Written by greencontact

January 30, 2012 at 11:09 am

Social Networking at Work?

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This is a fascinating article by Pam Dyer with an infographic on use of social media and social networking in the workplace. She also has an excellent recent piece on tools for measuring Social Media influence

http://www.pamorama.net/2011/10/18/social-media-in-the-workplace-infographic/#more-5174

Written by greencontact

January 26, 2012 at 4:01 pm

Yammer Clamour

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My objective is to try and build a social contact centre: A multichannel environment which thrives on using social techniques to communicate internally, with stakeholders, and with clients. We will develop product sets which address the needs of social media customers and build processes which are efficient through social networking techniques. I am doing this because I think there is a huge amount of untapped potential, knowledge and new thinking which will create a unique, agile capability.

With this in mind I began looking at collaborative tools a couple of years ago and struggled to make a reasonable business case. The capital expenditure seemed high against quite soft returns and this made me rethink what the strategy ought to be. I then stumbled across Yammer through a conversation on Twitter where @DanSlee told me about the best social project he’d done with zero budget. My ears pricked up!

One Friday afternoon I decided to launch in a low key way Рremember those words LOW KEY. Now this is against a background of working hard to improve communications in the contact centre anyway. We have been through five years of improving the way we do things and trying to increase engagement through building a social knowledgebase (FAQs but also sending e-cards to each other, publishing all results, strategies etc), blogging regularly (team managers, account managers and me), Agent forums with published minutes, staff satisfaction surveys, interactive chat with coaches and managers,  encouraging the independent creation of  an alumni Facebook site, and using Facebook, Twitter and YouTube for the business. Collaboration was launched against a context not cold into the team.

On this Friday afternoon I set up an account for the free Yammer service and was confronted with a “who else do you think would be interested” screen and entered some email addresses in the company that I though would be interested. This triggered invitations to the Yammer community which also invited them to suggest other people that may be interested. By late afternoon there were 100 people on the network who were curious as to what it was. I immediately began to wonder about security and bandwidth issues and sought clearance from our IT department and my Director. What I realised immediately is the absolute thirst to communicate. People want to help but they aren’t given a voice enough. By the close of play the network had Executive attention and questions of policy came into play very quickly with some people being advised by their managers to withdraw. Remember, at this point no-one had had any instructions on what the product was or what it did, and the numbers kept growing.

I created some groups – obvious ones to discuss particular topics and also departments but very quickly other departments began creating their own groups. One particular thrill was the Payroll department opening for business and asking for feedback on the service they provide – when does that happen normally? How could it easily happen?

The obvious nervousness was around the look and feel of the site. It feels like a social media environment because its easy to use and potentially easy to abuse. I am aware of other launches where the site fizzles out as just another Facebook group or becomes a subculture. I have a feeling that because of the preparation work on communication the early adopters at my company knew how to behave and why the capability was launched. As a result they conformed with the crowd from the start and so new joiners had role models to copy. We had a couple of private messages in the early days asking people to moderate the wording of their profiles but no posts had to be removed. We had a couple of Facebook like greetings as new members came online but they soon picked up the house style.

We now have around 260 members, 20 groups, 2 external networks and membership covers all departments and all levels (including the Board). People use the system in different ways but we now have consistent steady, focussed use rather than initially we needed a little crowd entertainment and “hosting” to get things going. Most importantly we have a platform to drive change and to collaborate and we haven’t had to rein it back which could potentially lose momentum or goodwill . We’ve bought the main client external network and we see the potential with clients and stakeholders.

Written by greencontact

January 26, 2012 at 9:26 am

Top Ten tips for effective tweets

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image courtesy www.telegraph.co.uk

 

 

 

 

 

 

Making an impact in business social media is a challenge. All the comments below are associated with communicating with a closely defined target – this isn’t just about numbers! Here’s a top 5 for getting noticed in Twitter

1. Tweet regularly. As the blog below highlights, volume makes a difference. Few business people have the time to monitor Twitter all day long. Increase your chances just by upping the activity level. This also allows people to get to know you more – amazing what your tweet stream will reveal about your background, knowledge and personality.

2. Use hashtags. Increase the audience for your tweets by labelling with searchable hashtags. Think carefully what you choose and make sure it is appropriate – remember the Kenneth Cole lesson of using hashtags inappropriately and creating an adverse reaction (I’ll not repeat it here…look it up if you want to)

3. Take advantage of #ff and #ww to recognise twitterers you enjoy and try to earn some yourself. These are recommendations and should be done individually and personally to show you have thought about it. Absolutely don’t use an application for this.

4. Interact with individuals. If you enjoy something or have a comment engage with the twitterer involved whether they follow you or not. This brings you into view of other people with common interests.

5. For linked tweets (i.e. ones which are then displayed in Facebook, your blog, LinkedIn etc) make sure you understand what the feed looks like – it may not include the whole text. I’ve made a few mistakes here particularly with retweets and blog updates. If you think about the resulting tweet you may change the title to ensure you have more impact but also that it tells a little bit about the full content if it becomes cropped.

6. Choose your words carefully. You don’t need to use all the characters but think about using an unusual adjective, occasional capitalisation etc without becoming twee with smilies. A single word can stand out and draw the eye in. Use url shorteners so you don’t waste characters

7. Research shows that the one of the first things Twitter and Facebook readers look at is the image associated with the account. Many images are too small to have an impact.

8. Hunt down interesting articles in your target area and properly retweet/tweet links with your own comments. Become known as someone who regularly retweets interesting stuff but always, always make sure you credit it properly. Some Twitter clients are less able than others in dealing with retweets. If the originator has used all the characters there’s not going to be a lot of space left for you.

9. Manage your follows. Following someone else is easy but Twitter has a limit at around the 2000 mark unless you match with followers. If you follow everyone in your target area and hit the limit you may not have room to follow back people who follow you. Out of courtesy you should follow back people in your target area. Look for a tool which allows you to regularly review your follows and followers and unfollow those who don’t follow you back within a reasonable timeframe. You can always refollow later.

10. Maintain your integrity. People only want to follow genuine posters anfd its not a race. Social media users don’t want or expect to be sold to and badgered constantly. Play your part in the community and the rest will follow naturally.

Written by greencontact

January 25, 2012 at 9:08 am

Real Twitter reach and influence

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Most social media comment is abstract and this is the weakness in the argument so far. For the sceptics, an argument based purely on numbers of users doesn’t wash because the newspapers are full of negative comment. It can all be too easily dismissed as a fad. A very small number of articles attempt to get into the numbers and playing Devil’s Advocate is never a bad thing. Here’s my analysis of my own Twitter account @greencontact.

I have 564 followers for @greencontact and I follow about 1100 other accounts. Its objective is to gather contact centre and social media followers so that I can learn, share and influence on a personal level. My ideal goal would be thousands of followers including authors, journalists, suppliers and bloggers. On Klout my score is currently only 13 against an average for Klout of 20, and a score for my personal Twitter account of 38. My @greencontact account score is on a real recent slide from around 19. I do think it is harder to get leverage with a business account with a tight focus than it is for a personal usage where you have more “freedom to roam”. Klout thinks I am “influential” on Social Media and Business which is encouraging because on my personal account it thinks I am influential on Sausages and Jewellery (really). I am classified as an Observer – “You don’t share very much, but you follow the social web more than you let on. You may just enjoy observing more than sharing or you’re checking this stuff out before jumping in full-force”. I feel a bit aggrieved about this bit if I’m honest – like most business users it is hard to find the time to up the activity levels and it is harder to find something to say.

Over the last 90 days I have sent 79 messages, had 16 mentions, been sent 21 messages (almost all “thanks for following”), and had 18 retweets.

One of the things I do is to assign followers to lists so that I can understand geographically and by subject matter what my real audience is so that I can tailor my tweets and be more targeted. I only follow people that I would like to follow me back – no celebrities, sports stars etc – all on topic. Of my followers I know that 144 are in the UK which is not as high as I would like it to be. This is one of the challenges of Twitter profiles – I am looking for people who tweet on contact centres or social media enough to declare it as their interest in their Twitter profile AND state they are in the UK. Sometimes you have to dig through the tweets to understand what their background is. There are also 31 journalists or authors from around the world which is good – these are the pros I want to learn from. As you may expect there are around 110 suppliers or competitors (I work for an outsourcer) also. Some of these are included in the UK total figures. Overall then I am looking to grow the number of UK-based commenters on contact centres or social media who are not competitors or purely suppliers as well as journalists and authors from anywhere. I don’t want to discourage other followers but I think it is important to have a direction and measures for what you are doing in any sphere of life.

One thing is obvious – the more you put into Social Media the more you get back – I don’t tweet often enough to attract the followers and get noticed. Assuming other people use Twitter like I do i.e. they dip in and out, then typically they view maybe 200 Tweets at a time depending on the level of activity. This is one full load and maybe two or three “mores” going backwards in time on either the PC application or the iPhone app. This may be roughly an hour’s worth of tweets. Just checking the stats at the moment (8.30am in the morning), my follows have tweeted approximately 150 times in the last hour. Now bear in mind this automatically may mean I never see tweets from some parts of the world or only see North American tweets in the afternoon or if I browse the North America list – lists can really help out with this. OK, so 150 tweets in the last hour may equate to 1500 over the full day from people I follow. I am tweeting just over once every business day and so the odds are that other Twitterers like me may only actually see 10% of all tweets through their viewing habits and my tweet may not actually be in their viewing window. The chances are that only one in 7 of my tweets in the UK gets noticed by each of my followers. Of course, the most influential Twitterers may have thousands more follows and so a much smaller proportion have a chance of “connecting” with the target audience. Its worth bearing these raw stats in mind when creating posts in a business environment – they have to be effective almost like direct mail. One good point about this is that these are actually pretty good statistics – the reach of social media amongst social media users is very cost-effective. Looking on the positive side I am having something I have written read by my target audience possibly once a fortnight. This kind of analysis is vital I think. The vast numbers of social media reach come down to actually quite small figures when we begin to look at influence. One final point is that the chances of success can be improved by publishing tweets in other places. I post my tweets through my LinkedIn account and my blog.

So the next question is influence. We have already whittled down large numbers to quite small ones and this then puts the figures for retweets and mentions in the spotlight. Depending on the nature of these tweets they are the nearest approximation to influence you can get. Of course a mention may just be a “thanks for the #ff” which is courtesy rather than influence. For me retweets are the real benchmark and indicate that you are “moving the pile”. To get retweeted you must publish tweets which make sense, have immediate impact (use those characters wisely), and you need to be one of:

  • Topical – ideally news
  • Funny – again originality is key
  • A gatherer – if you find good stuff and share it you may be retweeted as the middle man
  • Hit a personal button for one Twitterer. This can be enormously effective but sometimes you write a tweet and can almost predict who will latch on to it. This comes down to knowing your audience – again the lists become increasingly important as the scale of your Twitter presence grows.

So you need to be a journalist, comedian, librarian or really skilled on a one-to-one basis. What you can’t be is bland. This is one of the criticisms from the sceptics; the “what I had for breakfast” brigade. The point is that if you tweet on that basis you may have a few conversations in your personal account but it won’t cut it in business social media.

And what if you are successful in getting retweets? What’s the prize? Its unlikely you’re going to sell anything as a result but you will attract more followers and speak to more people. Imagine you attended a trade show or conference. You will get a lot from the presentations and demonstrations but you also benefit from networking. Networks mean that you can always find something out when you need to – I discovered an excellent collaborative innovation tool through conversations on Twitter, you build your brand which in turn increases the chances of your brand being front of mind when tenders come around, you also will be in a position to hear about new opportunities sooner and get a feel for future threats or problems sooner. The big benefits are below the line, maybe not as sexy as direct marketing but full of long term benefit.

Written by greencontact

January 24, 2012 at 9:25 am

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This is a thoughtful piece about the pragmatic considerations of engaging with Social Media

Written by greencontact

January 23, 2012 at 11:34 am

Previous Post

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I’m always a sucker for infographics and original research

Written by greencontact

January 23, 2012 at 11:30 am