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In this fascinating and candid session, Maria McCann, one of the UK's first social CS practitioners, explains how the mechanics that sit behind social engagement should be used to better serve customers, how contact centres should run as mobile communities, how social data could speed up service and how playing World of Warcraft can improve your web chat experience.
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21st century Customer Service. Let the Games begin!
Gamers. More misunderstood than Estate Agents.
Gaming Motivators. Or Are They?
What does gaming have to do with Customer Service?
55% Organisations will compete primarily on Service by 2020
50% Believe increasing complexity will be the biggest Barrier to
delivering good service
50% believe lack of skilled staff is the biggest barrier now.
Digital Experiences can lead to a double digit difference in Customer Satisfaction
The Advisor vs The Gamer
Contact Centres and Communities
Social Profiles and SLAs
Empowerment and Autonomy
Empowerment Model Autonomous Model
Leaderboards and NPS
Just Gaming Motivators?
In Summary:
1. Don’t create a Contact Centre. Create a Community2. Use social data to speed up service 3. Create systems of Autonomy and Progress4. Use customer rankings as a form of self-governance
BONUS TIP:ID the natural Gamers in your team. They are likely to be your best problem solvers!
Thank you for trusting me with your time.
