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CUSTOMER EXPERIENCE BEST PRACTICES

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TRAINING IN CONTACT CENTERS

Creating a Loyal Community: The Social Media Advantage - 24-7 Intouch - ContactCenterWorld.com Blog

Creating a Loyal Community: The Social Media Advantage

Not only is a social brand page a place for customers to find current information, it also provides the perfect opportunity to engage with fans and answer any questions they may have. Many customers have used social media to reach out regarding a service inquiry. There are even instances of customers who intended to do business with a brand, but decided not to after a poor service interaction. What’s more crucial than losing one customer through a poor interaction, is having to deal with the spread of the circumstance to others, via word-of-mouth.

The social space should be used to answer any questions, address complaints, and even thank customers for praise. Customers will love the attention they receive, or that others receive, and it will only help to strengthen brand loyalty. Once a strong social presence has been established, brands can start to develop their own loyalty rewards programs.

Here are some best practices:

Coordinate Your Loyalty Program With Your Social Media Strategy

This will ensure the largest audience possible is reached, but also satisfy those customers who use social media as their preferred channel to communicate in. Social media can be used as an informative tool, where customers can go to learn any updates, stipulations, or new additions to the rewards program.

Inform Your Customers Through Online Communities

Communicating to your customers through social media can become a mandatory part of the loyalty program. Whether through a type of game or something as simple as ‘liking’ the brand’s Facebook page, the currency of the associated program can be awarded to participants according to set rules or guidelines. When properly planned and executed, loyalty programs involving social media can strengthen ties with customers and develop long-term fan engagement.

Make Your Loyalty Program a Priority With Your Employees

 As important as it is to reinforce loyalty with customers, it is also important to make it a priority amongst employees. Occasionally, training or even daily workflow can become stagnant and ineffective and gamification techniques can be used to motivate employees. Gamification is a term used to describe instances where game-like tendencies are applied to non-game environments such as offering rewards for employees who achieve high results. Online networks can be used to make training a fun process to be a part of and to determine which agents will be rewarded for their success. People feed off of competition, so spark some to ensure employees buy into the values and processes of the company. If this task seems daunting, there are companies in place that can help.

No matter how a program is developed, always keep customers in mind and make them the focus of everything that is done. By having a strategic focus on loyalty, tailoring messaging according to customer groups and channels, and rewarding customers and employees in an engaging, innovative way, it is possible to create a sense of community and brand recognition so electric that it will justify the initial investment.

Source: http://www.24-7intouch.com/blog/index.php/2016/06/creating-a-loyal-community-the-social-media-advantage/

Publish Date: June 21, 2016 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



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Creating a Loyal Community: The Social Media AdvantageJune 21, 2016 5:00 AM
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