Connie Crosby presented to The Contact Professionals Alliance

September 10, 2008

Social Networking and Social Networking and How it is Affecting BusinessHow it is Affecting Business

Connie Crosby Rob Reid Dara Rentonpresented to The Contact Professionals Alliance

May 13, 2008

Based on the presentation…

What is Social Networking?

How is it being used by businesses and consumers?

How does it impact call centres today?

AgendaAgenda

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image courtesy luxamart.com

http://www.tripharbour.ca & http://www.tripharbor.com

link

http://www.axe.ca

http://richardatdell.blogspot.com/

Dell Community Ambassadors

link

part of part of the company’s the company’s

recruitment recruitment strategystrategy

Saul Colt - “Director of Magic”

link

…and potential new employees!

Employees may talk about their

jobs

Employees may talk about their

jobs

Employees may complain about

co-workers

Employees may complain about

co-workers

Employees may participate in great social networks

Employees may participate in great social networks

Customer self service and

support

Customer self service and

support

Media Literacy

Privacy

Copyright

“Terms of Use”

Company Policies

Acceptable Use of Technology

Access to Information and Protection of Privacy

Communications Policy

Conflict of Interest Policy

Employee Code of Ethics

Human Rights and Harassment Policy

Develop a “Community Manager”

Encourage customer generated content

Enable employee collaboration

QuestionsQuestions????

Thank youThank you

Connie CrosbyPrincipal, Crosby Group Consulting

conniecrosby@gmail.com Cell (416) 919-6719

http://www.crosbygroup.ca