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Article : Five Ways to Manage Social Media With a Capital “M”

Mastering management issues around social media is fast becoming a priority for business leaders in all sectors. Michelle Leavesley, Marketing Manager of CrowdControlHQ describes five ways to manage social media effectively with a capital "M".


1) Back to Basics


To understand the nature of social media it is important to find out how audiences respond to the content provided. What do they like and what do they dislike about the content? It is worth revisiting the trends associated with social media accounts and evaluating the ratio of outbound content versus inbound customer service queries.


2) Choose the Right Channels


Organisations should check whether their social media channels are providing the right environment for the right audience. For example, many business-to-business (B2B) companies report that their Facebook pages are less about customer engagement and more about supporting their websites through advertising and promotion. Whereas at the opposite end of the scale business-to-consumer (B2C) brands are finding an increasing number of customer service enquiries being posted on platforms like Facebook, raising the issues of response times, transparency and in some cases, crisis PR.


There has been a drive in the UK to rename "customer call centres" to "customer experience centres" as more social media customer service representatives are appointed to manage the influx of inbound activity. Many public service organisations, including the police,are responding to the public demand for contact via different channels with social media being integrated into emergency 999 centres. Therefore, be sure to focus on the right channels for your audience.



3) Stay Safe


The recent cyber attack on Sony was one of the biggest security breaches of the decade. It followed "the snappening", a security breach of Snapchat which left many teenagers too embarrassed or shy to seek help, as well as the webcam security breach, allowing hackers to see right into the heart of British homes. It is not just big brands that are suffering unwanted attention. Businesses need to review security to protect themselves not only against hackers but also from security blunders caused by well meaning, if misguided employees or brand advocates.


4) Effective Collaboration


There are many ways to increase reach and improve social media effectiveness, with one of the most important being collaboration across internal teams. As customer service enquiries increase, response teams can experience severe growing pains. In one example, a customer service enquiry linked to a leisure centre swimming pool on a Sunday afternoon ended up taking nearly two weeks to resolve and generated 17 emails across 8 members of staff.

The problem arose because there was no clearly defined route for the query and the delay in response resulted in the customer turning to the press to vent their frustration. The inbound query should have been automatically forwarded to someone who was on duty that weekend with a protocol in place to respond appropriately.


5) Analysing Social Media


Too many social media managers are still being evaluated entirely on the number of followers or page likes rather than engagement and effective reach metrics. Having a top end modern social media risk management and compliance platform in place enables teams to really sharpen the focus and impact of social media activity. Analytics can provide strong return-on-investment (ROI) information, helping to secure additional investment and resources as well as highlighting what is working and what is not in the day-to-day delivery of social media.

Take back control and make social media an essential part of the education and innovation of your business during this year and remember to manage social media activity with a capital "M".


About Michelle Leavesley:
Michelle Leavesley is Marketing Director at CrowdControlHQ, creator of the UK’s leading social media risk management and compliance platform. Michelle also lectures in MSc Marketing Communications at Birmingham Business School. She is passionate about social media and brand management and would love to hear from you at @CrowdControlHQ or @leavesm.

About SoCrowd:
CrowdControlHQ is a UK social media risk management and compliance platform. The online technology delivers social media control and compliance features, in parallel with social engagement and analytics. CrowdControlHQ was launched in 2009 and has received backing from angel investors including Midven and Finance Birmingham. CrowdControlHQ services over 125 different clients across the public sector, finance and legal sectors plus many household brands including Experian, Serco and Taylor Wimpey.
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Today's Tip of the Day - What Type Of Relationship Do You Want?

Read today's tip or listen to it on podcast.

Published: Monday, March 16, 2015

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2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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