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Emerging Best Practices In Social Customer Services

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UK Communication Behaviour


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Brands Are Waking Up


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216 Advisors globally Standards Are Rising


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Channel Behaviour


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Instagram


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Linkedin


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Mobile Access


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Where Next?


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Putting Social In Context


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Putting Social In Context


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The Rise Of Video


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Customer Effort


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Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets Alternative Support Options Are Stated


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Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets Alternative Support Options Are Stated


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Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets Alternative Support Options Are Stated


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Name Tells Users It’s A Help Service The Provision Of Customer Service Is Explicitly Mentioned in Bio Opening Hrs Are Stated Advisors' Pictures/Names Are Shown Advisors Sign Their Tweets Alternative Support Options Are Stated


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Conversational Style


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1 In Rapport 2 On Brand


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A Culture Of Excellence


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Levels of Responsiveness


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Good Enough?


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Excellent!


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Service Specific Infrastructure


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Advisor Dashboard


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Team Leader Dashboard


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Twitter Facebook P2PCommunity Cross Channel Management Organised Under A System Of Unified Queuing


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Operational Management


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Scheduling Use social analytics to map traffic patterns Consider the variables Use what you’re seeing to project future workload Factor in social crisis volumes (10-1,000 volumes)


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Silo Busting


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StarHub’s Singapore Centre


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Wells Fargo’s Center


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R&D Finance Manufacturing Sales Marketing Distribution Customer Service Customer Hubs Are Strategic


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Command Centre 2.0 Is Coming


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Growth Trends


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Where Does The Time Go?


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Why Does All This Remain Important?


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