The Social Contact Centre

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

Posts Tagged ‘crowdsourcing

The Crowd around the corner

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It sometimes helps to visualise success: On your best day what would be the outcome of your actions. This way of thinking helps to put things in perspective and sometimes to realise that the ‘key’ activity maybe isn’t as key as you thought.

The same is true of social activity. Putting aside crisis management (or worse still crisis creation) there is a huge difference between social media and social networking as far as this is concerned. On the best days, for the best companies, the gains to be made from twittering and facebooking are more about brand-building than direct gains. Social Media is not going to bring you thousands of new customers and in some ways the delivery of customer service through these channels can be more expensive and more difficult to manage that traditional channels.

Social networking however offers some enormous financial gains. Crowdsourcing is already used to reduce the costs of service, research and development and creativity by companies such as Proctor and Gamble, Cisco, and IBM. Billions of pounds of customer service cost are saved every year. When was the last time you had a PC problem at home and Googled the problem rather than ring the helpline?

The pace of change is incredibly fast and there are applications which already look to provide structure to the crowdsourcing model. Look at http://www.mturk.com, http://www.crowdspring.com, http://www.crowdflower.com and http://www.utest.com. You may not be ready to embrace the technology (or more likely the culture) to take advantage but for some applications the crowdsourcing approach complately transform the cost base.

I compare to the growth of call centres and the PC. 25 years ago I worked in a company that had a typing pool full of typists and call centres barely existed. The streets were full of door-to-door salespeople selling insurance, encyclopaedias and tea! If someone had described the world in 2012 to me then….

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Written by greencontact

April 20, 2012 at 5:48 pm

Fishing In The Right Places

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This is about creating the audience – the bit that is often taken for granted. How do you get the people you want to follow, friend or subscribe so that you can communicate with them in the first place?

I only ever went seriously fishing once. On a cold and grey Spring day I went with friends, sat down at the edge of an enormous reservoir and caught nothing. I had no technique, no special equipment, no idea what lay beneath the water and no local knowledge. I got precisely what I deserved and couldn’t wait to go home. Every weekend keen and skilled anglers compete and land huge catches at the same place.

The excellent Groundswell by @charleneli and @joshbernoff describes a four stage method called POST (People, Objectives, Strategy and Technology) and everything begins with understanding what your “people” are ready for. I take a little issue with this in that I think the Objectives may come before the People. The objective for social media interaction may not just/always be end consumers. In a B2B environment it could be other stakeholders such as employees, journalists, Government etc and unless the strategy for the social media effort is properly understood you may begin with the audience you have rather than seek out the audience you want.

Assuming the target audience is identified Groundswell then lays out the Social Technographics Ladder and a method for identifying how you customers are most likely to want to communicate and to identify the media and methods that are most likely to be successful. There are big differences between age groups, sexes, nationalities and interest groups. The key is to identify the social usage profile of your customers – in crude terms you want to be fishing with the right bait.

If Twitter or Facebook are suitable approaches here are some techniques I’ve used for finding the right people:

  • Use hashtag searches to find people who are talking about the right topics. Start with your own brands, products and markets. This method will also find a lot of suppliers and competitors. You need to decide how you are going to deal with these. At the very least you need to keep some form of segmentation of your crowd.
  • Read the trade journals. These can be a good aide memoir for when you are having a mental block. It also prompts names of journalists.
  • Some journalists advertise their Twitter names as a means of contacting them. There are also some quite dated lists on the internet. One other thing is to check out key names’ own follow lists. Often key journalists may have thousands of followers but only a smaller number of the people who influence them. Check out their Lists also.
  • Go through your contact lists and the collective library of colleagues and then try and find Facebook, LinkedIn or Twitter contacts against them.
  • As you put out content (with appropriate hashtags) some of the people you want to contact will find you and you can close the loop be friending them or following them back.

Slowly your follow list will grow and at this stage this is the target audience. The next step is how to convert the non-followers into part of your crowd. Here are some tips for I’ve found to work in doing this.

  • Identify a small target list of the people you really want to follow you and comment in context with what they are talking about when they talk about it. This will make sure the comments are on topics they are interested in at a time they are probably watching the conversation. At times this may be quite time consuming but the result is worthwhile. Don’t tweet or update for the sake of it though. Less, better quality, comment is far better and will avoid the ultimate snub.
  • When you meet people try and add them to your LinkedIn group or ask them if they use Social Media immediately. It is far less awkward to issue an invitation soon after the event. Remember, with Twitter or LinkedIn each time you add a contact you also have access to their lists. Don’t abuse this.
  • Comment and talk about current topics in an interesting way. Just retweeting, interacting or banal comments won’t cut it to attract followers and it won’t keep them in the future. Keep your eye on trending topics.
  • Choose carefully who you follow back. It isn’t about numbers and at some point you may have to unfollow in Twitter to let more people in. The other thing is that the bigger the numbers, the harder the management of them. Are people in a different country, different industry or pure spammers really going to add value to your proposition? Are you really going to add to theirs?

No matter what else you are doing, keep a focus on the quality of your crowd. Even when you are busy with other promotional activity remember to look after your followers. You need to communicate regularly to keep them interested and notice when they want to interact with you. This is a social network not a sales pitch. Everything else tactically may change but your crowd moves with you.

 

Written by greencontact

February 1, 2012 at 4:39 pm