Social Herd to Speak at 2013 SOCAP Canada Community Event
WINNIPEG, Manitoba. May 15, 2013 – Matt Wheatley, Director of Sales and Business Development for Social Herd (a 24-7 Intouch company), will be speaking at the SOCAP International 2013 Canada Community Event. The event takes place at the L’Oreal Canada headquarters in Montreal, Quebec on May 30 from 12 to 6 P.M. Wheatley’s session will examine effective methods of social media integration in the contact center. Chris Wallace, Vice President of Sales at 24-7 Intouch, SOCAP Canada Chapter Board Advisor, and who serves on the Board of Directors for SOCAP International, will also be in attendance. More…
SOCAP Symposium 2013 – Social Summary
Originally posted on the Social Herd blog.
SOCAP International’s 2013 Symposium was recently held April 28 to May 1, 2013 in New Orleans, Louisiana. The show focused on bringing together the best-in-class customer care experts to network, promote thought leadership, and exchange customer care best practices.
Social Herd has put together a collection of social stats from the event. Keep reading to learn more!
Word Association
Listed below is a collection of the most popular hashtags, Twitter handles, and terms associated with the SOCAP 2013 Symposium.
SOCAP Symposium 2013 – Key Takeaways
24-7 Intouch and Social Herd have just returned from SOCAP International’s 2013 Symposium in New Orleans, Louisiana, where they gathered alongside over 350 participants to experience three days of fantastic networking opportunities, and amazing sessions focusing on the critical issues facing the customer care profession. The content and conversations were outstanding, and our team is excited to share their key takeaways from this year’s symposium:
1. Data is only useful if it is actionable
Big Data will continue to be a popular focus for many this year, but there is no use in taking the time to collect the data if you don’t plan on putting it to use. All of the analyzing and planning will mean absolutely nothing if there is no follow through. A continual feedback loop, which includes profiling customers, standardizing processes on all levels, understanding and consolidating data, making connections, determining action, following through with the strategic plan, and continuing to monitor and adjust the strategic plan as you go, will be the only way to continue to stay ahead of the curve. The outcome of taking these steps will be an accurate representation of data on all levels of the brand which will increase efficiency, CSAT, enable smarter business decisions to be made, and allow for an authentic view of the brand to shine through to consumers.
2. The consumer chooses the channel
It’s important to remember that consumers will communicate with your brand in whatever channel they prefer and what works best for them at that given moment. For example, if they’re waiting on hold after calling in to make a complaint, they may get tired of waiting and post the complaint to your Facebook or Twitter page. For this reason, it is important to be prepared and be able to take strategic action and engage with customers in every channel. A multi-channel approach using voice, chat, e-mail, social media, sms, self-service, and brick and mortar locations is an all-encompassing solution, but going a step further than this would be to develop an omnichannel business model. Omnichannel means that brands are present in all of the key channels, but also ensure that all of their channels seamlessly integrate with each other.
3. Urgency wins
Competition is fierce and the longer you wait to seize opportunities and take strategic action, the less likely you are to create a loyal community. If you want to deliver a unique customer experience, one that will not only keep current customers happy and coming back for more, but entice new customers to become fans of your brand, than you have to have a strategy and stick to it. Don’t wait – make maintaining the highest level of customer service your top priority.
24-7 Intouch and Social Herd presented in the Business Partner Showcase at the conference and Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch also participated in a speaking session alongside Linda Grover, Consumer Affairs Supervisor at McCormick Canada. The session, titled, “Managing the Brand – Business Partner Relationship,” focused on the importance of cultural alignment and transparency in an outsourcing partnership. Our team is excited to use the knowledge gained at the symposium, and are eagerly anticipating SOCAP’s Annual Conference, October 27-30, 2013 in Scottsdale, Arizona.
The Best Social Stats From Frost & Sullivan’s Customer Contact 2013, East
Frost & Sullivan’s Customer Contact 2013, East recently wrapped up April 17, 2013 in Marco Island, Florida. The event gave industry leaders the opportunity to share innovative concepts and ideas. Main themes that were present at the event included developing the agent experience, creating customer delight, and how to use big data.
Not only did valuable conversations take place at the show, but also continued online on various social media networks. Using Astute SRM, we have filtered out statistics to show activity during the #CCEAST show.
Influential Individuals
The following images display the top Twitter handles by mentions, most popular topics by views, and the most influential Tweets that were sent out.
24-7 Intouch and McCormick to Speak at SOCAP International 2013 Symposium
WINNIPEG, Manitoba. April 25, 2013 – Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch, and Linda Grover, Consumer Affairs Supervisor at McCormick Canada, will be presenting at the 2013 SOCAP International Symposium. The conference takes place April 28 – May 1, 2013 in New Orleans, Louisiana, and the speaking session will occur Tuesday, April 30 at 11:15 A.M. The session is titled, “Managing the Brand – Business Partner Relationship,” and will focus on the importance of cultural alignment and transparency in an outsourcing partnership.
Team members will be exhibiting at booth 35 and presenting at the Business Partner Showcase on April 29 at 10:00 A.M. 24-7 Intouch is also sponsoring the Symposium’s Social Finale on April 30, which closes out the conference and gives SOCAP community members the opportunity to further relationships outside of regular conference activities. More…
Frost & Sullivan Customer Contact 2013, East
Our team has just returned from last week’s Frost & Sullivan 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange in Marco Island, Florida. In addition to meeting and networking with amazing leaders in the customer service and customer care industry, they also had the opportunity to participate in a multitude of thought-provoking sessions and discussions. Our team came away with so many exciting ideas to share; here are just a few of our key takeaways:
1. Agent Experience – Is it more valuable to provide agents with coaching focused on scoring systems or on making them better, taking advantage of agents unique skill sets?
2. Creating Customer Delight – It takes only seconds to create customer delight and positive memorable experiences.
3. Big Data – Understanding and using the enormous volume of data available today to create customized experiences that exceed expectations.
24-7 Intouch Loyalty Best Practices
We recently asked our Operations experts about their recommendations for developing and maintaining customer loyalty in the contact center. Their responses are straightforward and easy to implement into your own customer care strategy.
1. Cultural Consistency
Customers crave a company culture that is memorable and identifiable. Through recruitment and training, on boarding and ongoing development, employees should have a clear understanding of the company culture. The ultimate goal is to provide a comfortable and familiar experience across all customer-facing channels.
- Specific recruitment profile and selection process for employees at all levels
- Mission statements and goals posted around the office
- Emphasis on high-touch coaching for front-line employees
- Ongoing employee development around company culture and branding More…
24-7 Intouch and Broadridge to Present at Frost & Sullivan’s Customer Contact 2013, East
WINNIPEG, Manitoba. March 27, 2013 – Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch, will be leading a Fireside Chat Breakout Session at the 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange. The event takes place April 14-17, 2013 at the Marriott Marco Island Beach Resort in Marco Island, Florida. More…
Using VOC to Create the Ideal Online Experience
Digital communication is changing consumer spending habits and online behavior. Leveraging the Voice of the Customer in these channels is the best way to ensure that you have a consistent and efficient engagement strategy. The increased interactions from a multichannel communication strategy will fuel your data, analysis and decision making.
Consumers are becoming more opinionated when it comes to their online expectations, and they’re quick to abandon your website if their experience is not up to par. Providing digital channels to the right customer, at the right time, also means giving your customers the luxury of communicating with your brand in their preferred medium. More…