social networking and how it is affecting business
DESCRIPTION
Presented to the Contact Professionals Alliance as introduction to a workshop on recruiting for call centres using Facebook and social networking (September 10, 2008)TRANSCRIPT
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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
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Connie Crosby Rob Reid Dara Rentonpresented to The Contact Professionals Alliance
May 13, 2008
Based on the presentation…
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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
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http://www.tripharbour.ca & http://www.tripharbor.com
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link
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http://www.axe.ca
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http://richardatdell.blogspot.com/
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Dell Community Ambassadors
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link
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part of part of the company’s the company’s
recruitment recruitment strategystrategy
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Saul Colt - “Director of Magic”
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link
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…and potential new employees!
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Employees may talk about their
jobs
Employees may talk about their
jobs
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Employees may complain about
co-workers
Employees may complain about
co-workers
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Employees may participate in great social networks
Employees may participate in great social networks
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Customer self service and
support
Customer self service and
support
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Media Literacy
Privacy
Copyright
“Terms of Use”
Company Policies
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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
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Develop a “Community Manager”
Encourage customer generated content
Enable employee collaboration
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QuestionsQuestions????
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Thank youThank you
Connie CrosbyPrincipal, Crosby Group Consulting
[email protected] Cell (416) 919-6719
http://www.crosbygroup.ca