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Social Media

Do you specialise in Social Media for contact centres? We want to hear from you!

 960 640 Stuart O'Brien
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Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Mark Connell on m.connell@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM
Jan – Agent Coaching & Monitoring
Feb – Analytics
Mar – Call Centre Technology
Apr – Automated Customer Satisfaction

For more information on any of the above, contact Mark Connell on m.connell@forumevents.co.uk.

Do you specialise in Social Media? We want to hear from you!

 960 640 Stuart O'Brien
By:
0

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

Do you specialise in Social Media solutions for contact centres? We want to hear from you!

 960 640 Stuart O'Brien
By:
0

Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Carly Walker on c.walker@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Carly Walker on c.walker@forumevents.co.uk.

eBOOK: Social Media Trends 2021 Global Report

 960 640 Guest Post
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2020 has been dominated by COVID-19, forcing many brands to change the way they communicate with their customers. Social media has provided opportunities to connect with audiences in a new way, reshaping the relationship between brands and consumers. This is likely to continue in 2021 and beyond.

This free report from Talkwalker delves into the social media trends that are predicted to dominate 2021, helping you to build a robust social media strategy for the year ahead.

Download the e-book to:

  • Discover the top 10 social media trends in 2021
  • Get expert opinions on how these trends will develop over the next 12 months
  • See examples of the trends in action
  • Learn how to increase engagement with your audience
  • Get tips on how to drive your social strategy forward in 2021

To download the e-book for free, click here.

Do you specialise in Social Media solutions for Contact Centres? We want to hear from you!

 960 640 Stuart O'Brien
By:
0

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Retail failing at social media for customer service

 960 640 Stuart O'Brien
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Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements.

That’s according to the 2019 Eptica Digital Trust Study, which found that while retailers successfully answered 59% of routine queries asked via web self service, chat, email, Facebook and Twitter, there were wide variations in performance between channels.

Retailers provided answers to 83% of queries on their websites but only responded correctly to 38% of tweets and 50% of Facebook messages.

Performance had worsened on many channels since 2017 – then retailers answered 73% of emails. By 2019 this had dropped to 68%, despite the continued popularity of the channel with consumers, who use it for over a quarter of their interactions with brands.

As part of the 2019 Eptica Digital Trust Study, 20 fashion and food & drink retailers were evaluated on their digital customer experience, alongside brands from other sectors, by testing their accuracy and speed at answering relevant, routine queries, repeating research conducted since 2012.

Questions included asking about ethical sourcing policies (fashion) and allergy labelling (food and drink). Additionally, 1,000 consumers were asked for their views on customer experience.

Fashion (answering 60% of all queries) and food and drink (59%) were the top sectors surveyed, but still failed to respond to 4 in 10 of all routine queries.

The research also demonstrated a direct link between trust, listening and loyalty. 89% of consumers surveyed said they either will stop buying from brands that they don’t trust or will spend less. Building trust begins with delivering on basic promises – 59% ranked giving satisfactory, consistent answers as a top three factor in creating trustworthiness, while 63% rated making processes easy and seamless as key. Just 8% of consumers felt that brands were listening to them all of the time, with 74% believing brands pay attention to their views half the time or less.

“The move to digital has transformed the retail landscape,” said Olivier Njamfa, CEO and Co-Founder, Eptica. “Greater choice means consumers are becoming more demanding and are actively seeking out brands that they can trust and who listen to them. While retail brands have made some improvements since 2017, they have slipped back in others, damaging trust and ultimately customer loyalty and revenues. If they want to succeed they need to listen to customers and use their insight. Only those who do this will thrive and stay ahead of the competition.”

RetailAccuracy 2019
versus 2017		Average speed 2019
versus 2017
Web83% vs 70%n/a
Email68% vs 73%10hr 19m vs 24hr 12m
Facebook50% vs 28%43m 24s vs 3hr 34m
Twitter38% vs 50%1hr 56m vs 1hr 43m
Chat35% vs 25%8m 43s 4m 24s
Total59% vs 55%

Speed of response also varied widely between channels – and even within sectors and brands. One fashion retailer answered a tweet in 17 minutes, yet another took 50 hours to reply. A food and drink retailer responded on Facebook within one minute, but needed nearly 23 hours to provide an answer on email.

Overall response times on chat doubled from 4 minutes back in 2017 to 8 minutes this year. Facebook had the fastest average speed of response, at 43 minutes, 24 seconds – over twice as fast as Twitter (1 hour 56 minutes) and nearly 15 times faster than email (10 hours 19 minutes). This is despite exactly the same questions being asked across these channels.

The study evaluated 50 UK brands, split equally between the fashion, food and drink, travel, insurance and banking sectors. Brands were rated on their ability to answer five routine questions via their websites, as well as their speed, accuracy and consistency when responding to email, Twitter, Facebook and chat.

Additionally, 1,000 UK consumers were surveyed on their attitude to trust, its relationship with customer experience and on loyalty and brand reputation. All research was completed in H1 2019.

A full report, including the study results, graphics and best practice recommendations for brands to transform customer experience is available at https://www.eptica.com/19cxretail.

Do you specialise in Social Media for customer care? We want to hear from you!

 960 640 Stuart O'Brien
By:
0

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focussing on Social Media solutions.

It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions to call centres and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Gayle Buckland on g.buckland@forumevents.co.uk.

Here are the areas we’ll be covering, month by month:

May – Social Media
Jun – Artificial Intelligence
Jul – Virtual Call/Contact Centres
Aug – Training & Development
Sep – Knowledge Management
Oct – Web Self Service/Chat
Nov – Display Boards
Dec – CRM

For more information on any of the above, contact Gayle Buckland on g.buckland@forumevents.co.uk.

RECOMMENDED: Social Media Management Services

 960 640 Stuart O'Brien
By:
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As part of our focus on Social Media Management Services this month, we take a look at some solutions tailored with contact centres specifically in mind…

Conversocial

Customer care executives face a perpetually losing proposition: they are forced to choose between delivering great customer experience and the lowest cost to serve. The constraints of this CX/Cost Equation are holding them back.

Traditional approaches to solve this ongoing challenge have not moved the needle: $1.3 trillion was spent on customer care last year, yet 66 percent of consumers are still switching brands due to poor service. The answer is not coming from pouring more money into customer care technologies of the past like CRM, communities or online chat.

The disruptive opportunity for today’s customer care leaders is to operate with a different set of rules: use the power and unique nature of Social Messaging and advancements in intelligent automation to finally break free from the constraints of this CX/Cost Equation. The use of Social Messaging is exploding and quickly becoming the language of today’s consumers: four billion consumers use it today and it’s growing at a rate of 90 million users/month. These consumers are waiting to engage with brands on Social Messaging platforms.

Conversocial is transforming customer care in today’s mobile and social world through the power of Social Messaging. Using advancements in intelligent automation and the unique advantages of the Social Messaging channel, Conversocial helps companies including Tesco, Hyatt Hotels and Google, to achieve hyperscale productivity and finally break free from the CX/Cost Equation – the forced compromise between great customer experiences and lowest cost to serve.

Forward-thinking customer care executives choose Conversocial for its unmatched domain expertise that turns the unique characteristics of Social Messaging into a strategic channel and differentiated advantage. Conversocial offers the industry’s only Digital Care Platform for Social Messaging with workflow, analytics and automation designed from the ground up for the distinct, asynchronous nature of messaging. As a result, customers achieve hyperscale productivity through intelligent automation and continuous optimization. Conversocial commercializes Social Messaging for the most demanding customer care environments, delivering measurement comparable to traditional care channels and the security, privacy and reliability required for an industrial strength channel.

RMG

Making Metrics Actionable, Helping Contact Centres Perform Better.

Contact Centres face a series of challenges impacting on their productivity and efficiency as well as customer satisfaction and loyalty if not handled in an appropriate way. Some crucial challenges include:

• Slow adoption of new performance enhancing technologies
• Agent retention and low employee engagement – non effective internal communications
• Disparate systems used to manage various customer service channels
• Difficulty managing all channels consistently
• Lack of real-time cross system performance dashboards and insights

Contact centre managers must find appropriate solutions to these challenges if they wish to remain competitive and successful, contributing positively to the brand. The difficulty lies in how to inspire staff and get relevant information across to all employees and, in doing so, reduce average resolution times, agent attrition rates, errors and overall costs. All this whilst increasing employee engagement, service levels, profitability and customer satisfaction.

RMG is your partner in this quest. Our intelligent contact centre solutions deliver true value to businesses by turning content and data into unified actionable insight for better work practices, more favourable behaviours, and improved decision making. Our smart visual contact centre solutions make relevant information and insights readily available on a wide range of end points, from digital signage displays to specialized mobile apps and desktop widgets.

More contact centres are becoming omni-channel and the growth of social media as a key customer service and customer engagement platform has been tremendous. As part of its solutions, RMG #Social is a clever tool providing a real time interface between user generated as well as employee generated content and the brand, creating a different way of connecting agents and customers and engaging both.

RMG provides a state-of-the-art content management platform that powers up all visual communications across the company, including real time social media content, as well as display and other hardware needed to flawlessly implement the contact centre’s visual internal communcations and performance management solution for a rich outcome.

Do you provide Social Media Management Services to contact centres? We want to hear from you!

 960 640 Stuart O'Brien
By:
0

Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in June we’re focussing on Social Media solutions.

It’s all part of our new ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today.

So, if you’re a supplier of Social Media solutions and would like to be included as part of this exciting new shop window, we’d love to hear from you – for more info, contact Lisa Carter on lisa.carter@mimrammedia.com.

Here are the areas we’ll be covering, month by month:

June – Social Media

July – Artificial Intelligence

August – Virtual Call/Contact Centres

September – Training & Development

October – Knowledge Management

November – Web Self Service/Chat

December – Display Boards

For more information on any of the above, contact Lisa Carter on lisa.carter@mimrammedia.com.

7 ways Generation Z will change the working world

 960 640 Jack Wynn
By:
0

A new study has revealed a number of key ways that the next generation of workers will affect the landscape in 2017.

Traditionally described as being born between the mid-1990s and early 2000s, ‘Generation Z’ represents the new wave entering the workforce this year.

Communications specialist 8×8 has released a study in which full-time and part-time employed Generation Z, Millennials and Generation X workers were surveyed on their preferences, and here’s a rundown of how Gen Z are presenting a new hope in the workplace.

 

1. Email & Landline Decline

A huge number surveyed saw email as a dying art, and just 5% of Generation Z said they prefer landlines, as the smartphone continues to become the new communication hub. When taking the survey, twice the amount of Gen Z used a smartphone compared to other generations.

2. Embracing the Bot

Almost 70% of all participants in the survey agreed that many current jobs could be replaced with automated services, with even more agreeing that bots will continue to take over jobs in the future.

3. Blur the Lines of Personal and Work

56% of respondents admitted they’d rather use the same tools for their work as well as personal lives, such as phones and laptops.

4. Value Communication

As more and more conversation becomes digital, the value of genuine conversation is growing, with one in four Gen Z preferring talking in person. This is contrary to Millennials (aged around mid-20s to mid-30s), who believe face-to-face communication is becoming less important to business.

5. Smart Workplaces

Across generations, over half believed that connected devices and applications, such as wifi-enabled cars and smart fridges, could have untapped workplace applications, as many believe work environments need to catch up with the constantly evolving leisure landscape.

6. Less Tech Dependent

Generation Z hasmore in common with the older Gen X (aged around 35-50) when it comes to technology in their life, with only around 26-27% owning wearable tech such as smart watches, or wireless appliances. With the generation still being young and many of these applications being fairly expensive, however, it’s yet to be seen if these statistics will change in the years to come.

7. Effectiveness over Efficiency

The majority of Millennials admit to wanting to use the communication tools that save them the most amount of time, such as messaging and chat apps. Gen Z is  the least likely of all generations to embrace informal methods of communication for work, instead admitting they would prefer to use tools that are the most effective for the job, even if doing so takes more time.

If you’d like to learn more, you can read the full study, “Rogue One: How Generation Z is Going to Bring Balance to the (work)Force,”

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