Social Media – Are You Ready?
What a great day. I spoke this morning at the ACCA group (Austin Contact Center Alliance) annual meeting. ACCA is one of the best-run local call center groups in the country. Jewell Parker and the board do a great job. And I don’t say that because they have asked me to speak three years in a row – but because it is true! I was honored to be on the agenda again this year.
My topic was Social Media in the Call Center (Contact Center, Interaction Center, Social Media Center – whatever you call it). The key learning that I attempted to share was that social medial is happening already for most companies. The question is how is the call center engaged in the experience. Customers are probably talking about your company on the web – blogs, Yammer, Twitter, YouTube, FaceBook, and many other social places. So, if the noise is out there, my question is, “what are you doing about it?”
The most asked question for me is, “so what do we do first?” I think there are two basic first steps – #1 – listen. Then once you know what is there, you can decide if #2 – engage – is necessary.
Listening means putting processes and technology in place to listen to what people are saying. It can be as simple as checking search.twitter.com for words that fit your company. TweetDeck is also a simple and free option for tracking tweet-words or tweet-phrases. Of course there are many other types of technology to help you track and listen. If you need more details, click over to the resources page and download the Social Media Resource List from the session.
The second step is where the fun begins – ENGAGE. This is where you begin to work with your marketing team or PR team and make the call center relevant into the conversation with customers.
I look forward to sharing additional Social Media “how-to” ideas over the next weeks…
The bottom line is that we are all learning as we go – and even the experts have only been doing this for 12 to 18 months. So, jump in – listen first – and read everything you can get your hands on – to prepare you for what is coming. Social Media is our next channel – are you ready?
Priorities Are Sometimes Like Frogs
Have you looked up lately and wondered how the heck it got to be September? Seriously?
So why am I in the contemplative mood? Because I just realized it has been more than 60 days since I last posted to the blog. It does no seem that long, but there it is in black and white – more than 60 days.
So it reminded me of how hard it is to stay on task. I know that blogging is good for my business. I know that it is a natural extension of the writing and training that I do. I know that it is therapeutic for my soul – but somehow I have not placed it high enough on my list to actually get it done.
Question – how many things are on your list that just the same? What do you wish you had done last month (or over the summer) that you did not do? Now the tough question – what are you doing to make it a priority for this month or this week?
Here is my suggestion and what I have learned about myself. I just need to “eat the frog” first every day. Brian Tracey has a cool little book called “Eat That Frog” (see the video here: http://www.eatthatfrogmovie.com/). He makes the point that if you do the tough things first, or the most important things first – if you eat the frog first every day – then the rest of the stuff will seem easy. So that is the plan – I hereby declare that I will write the blog at least three times a week. That should be just about enough frog for one week.
I am speaking about Social Media tomorrow at the Austin Contact Center Alliance national conference – so I realize that if I am going to speak about it, I need to spend some time doing it more often – so posting more Tweets and LinkedIn updates are also on the list.
So, what is your frog – and what is your plan to eat it first?
Hot Topics @ ACCE 2010 Conference
Filed under: Leadership, Management, Relational Leadership, Social Media, Uncategorized
New Orleans in mid-June redefines the word humidity. I am from Memphis and we thought we invented the word, but a week in NO let me know we are B-league at best. So, it was hot… but so was the sharing and learning at ICMI’s ACCE Conference. Traditionally one of the best call center conferences, there was a buzz this year in the sessions and on the trade-show floor. I heard that attendance was up (perhaps a leading indicator for the economy) and the hot topic was social media.
Having been in the industry for more than 29 years, there have been years when everything seemed to be status quo. I remember being excited about quality systems in the early ‘90s. The technology went on to revolutionize the call center industry and I believe has been a key element in the consistency in centers. The IVR had a huge impact on centers in the mid-90’s. IVRs are now a part of every-day life (although they can be a HUGE point of frustration for those companies that don’t do it very well).
In the late 90’s CRM was “all the buzz.” It was everywhere. I even remember seeing a headset company that advertised their headsets were “CRM approved.” If you were a vendor in the 90′s you had to find a way to be a part of the craze! Of course the success has been undeniable. CRM systems are now a part of centers as small at 10 agents and as big as 10,000. Email management, chat and speech analytics were the next hot topics.
Well, this year the buzz was Social Media – and I say that not just because I had the opportunity to speak about it in three different sessions. It was the topic of conversations at breakfast and lunch – and on Bourbon Street when attendees put down their hurricanes to talk shop at night. One guy at lunch said it best, “Jezz, it is all I hear.”
ACCE is always an interesting blend of all levels of call center leaders. I talked with VPs of Customer Service for large corporations and to a lady leading a team of 25 in a small health practice.
It is cool to think about the possibilities of Social Media. There’s no doubt that companies with an online presence are the early-adopters and are leading the way for the rest of us. Actually I think we are all on a huge learning arch. In our session on Monday, I was happy to hear a story of one leader who said their small doctor’s group is “dabbling” in social media. Mike Pace with Constant Contact was a great resource in the session – sharing many success stories from his center. 1-800-Flowers, Dell and Intuit also shared best-practices. It comforting to know that even these companies, who are leading the way, have been doing this for less than two years so we all have time to ride the Social wave behind them.
Salesforce.com knocked it out of the park again at the sponsored lunch event. They may not be the only vendor doing Social CRM but they are definitely leading the way in teaching us how to do it right.
The trade show floor was lively. There were the usual suspects in the area of CRM, Outsourcing and Quality Management. I continue to be intrigued by CallCopy. I have several clients that have their systems and all have been VERY satisfied.
Many may have not noticed it but there was a new vendor in the mix this year with a totally new concept. He is actually an industry veteran. Michael Tamer (a previous Call Center Pioneer winner for his contribution to Quality Management while at Teknekron/etalk) was there representing his company Tamer Partners Corporation. They are offering a new SAS application that provides a way for customers to give feedback directly to the call center agent. The system allows the customer to become a direct “coach” for the agent. It is pretty cool stuff. I might add that I have worked with Mike and his top consultant Scott Thomas for many years – so while my comments may include some bias, they are still relative.
The ICMI team should be congratulated for a great conference. If you choose only one conference in 2011, this is the one to attend.
Finally, here are some great Social Media links that we shared in our session. If you have questions or want to talk more about how Social Media might affect your center, please give me a call or send me an email:
Learning more about Social Media:
http://mashable.com/ – Understand more about Social Media
http://www.socialmediatoday.com/ – great blog
http://mashable.com/2009/01/21/best-twitter-brands/ – 40 of the Best Twitter Brands and the People Behind Them
http://blogs.zdnet.com/BTL/?p=22754 – Directory: 100 technology experts on Twitter
http://blogs.techrepublic.com.com/hiner/?p=916 – Techies: The top 10 people you should follow on Twitter
http://mediasosial.com/socialnetworking/the-ultimate-list-of-people-to-follow-on-twitter/ – The Ultimate List of People To Follow on Twitter
http://www.chrisbrogan.com/ - the guy I read consistently…
http://socialmediagovernance.com/policies.php – great site for policies.
Thanks to Faith LeGendre for the opportunity to co-present on several sessions. She always makes me look smart!
Bob Furniss
As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more.
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