Video: Groundswell - Will It Blend?

customer service 2.0 web 2.0 service delivery and support it 2.0
Funny video using a blender while talking about Social Media and of course The Groundswell concept we all know and love.

Slides: Universal Mccann Social Media Research

Universal Mccann International Social Media Research Wave 3

From: mickstravellin, 3 months ago

Universal Mccann International Social Media Research Wave 3

view presentation (tags: socialmedia research social media)

This is the Social Media Research done by Universal Mccann including 17,000 people in 29 countries


SlideShare Link

Audio: Why Most Brands Fail At Social Networking

Interesting interview with Jeremiah Owyang on Social Networking strategies and why brands tend to fail.


customer service 2.0 web 2.0 service delivery and support it 2.0

The State of Customer Service In North America

Here is an excellent study done by eGain called "The State of Customer Service In North America that outlines how Service is doing in the United States broken out by industry. You can download the study here.Here are some key findings:


- Self Service Performance across industries was below average.

- Although Phones remain to be the most popular support channel, the overall score was one of the lowest in the study (1.9 out of 4).

- The Study Concluded that the overall rating on providing a MultiChannel Experience was below average, but what is further interesting is that the article concludes that MultiChannel Customers spend 20 - 30% more than single channel customers.

- Industry scores were best in the Consumer Electronics Sector with a 4.9 out of 10.0 score, and Communications came in at about 4.5.


Probably one of the more interesting things in this study is that Customer Service was below average in all industries. In addition, the multichannel scores shed some light on whether they are providing value to customers. Despite the fact that Customers who utilize multiple channels spend more money, the survey indicates that their service experience is still below average. It looks like the U.S Service Industry still has more to improve upon.

customer service 2.0 web 2.0 service delivery and support it 2.0

Video: Computer Telephony Integration with Remedy

Here is a demonstration of Computer Telephony Integration using Syntellect Technology with BMC Remedy Software. We are currently utilizing this technology at Premiere Global Services and it is certainly helping reps to be more productive.

50 Ways To Utilize Social Media By Objective

Here is a great article that summarizes by objective how we can utilize Social Media to Listen, Energize, Talk, and Support our Customers. Supporting Strategies are listed as follows:

Supporting: Getting your customers to self-support each other

• Build community platforms around real communities of shared interest.


• Help companies participate in existing social networks, and build relationships on their turf.


• Experiment with Flickr and/or YouTube groups to build media for specific events. (Marvel Comics raised my impression of this with their Hulk statue Flickr group).


• Start a community group on Facebook or Ning or MySpace or LinkedIn around the space where your customer does business. Example: what Jeremiah Owyang did for Hitachi Data Systems.


• Learn what other free tools might work for community building, like MyBlogLog.


• Remember that the people on social networks are all people, have likely been there a while, might know each other, and know that you’re new. Tread gently into new territories. Don’t NOT go. Just go gently.


• Voting mechanisms like those used on Digg.com show your customers you care about which information is useful to them.

Case Study: Social Media at Sun MicroSystems

| View | Upload your own

Some more interesting slides on Social Media.

Cisco Case Study: Building a Social Community with Web 2.0

| View | Upload your own

Some great data points on how Cisco utilized an Online Social Community to market their products.

3 Articles Any Contact Center Professional Must Read

The New Contact Center Profit Model

Humanizing the Online Customer Experience

Customer Service in the Face of the Millennial Generation

What Does Customer Satisfaction Look Like In Your Industry?

Find out what the average ratings for Customer Satisfaction are in your industry by downloading the recent survey by CFI group. Click here for the PDF document.