Episode 23 – Reporting on Special Ops

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A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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  • MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com

“And above all, watch with glittering eyes the whole world around you because the greatest secrets are always hidden in the most unlikely places. Those who don’t believe in magic will never find it.” – Ronald Dahl

Book of the Day: The 4 Disciplines of Execution: Achieving Your Wildly Important Goals – Stephen R. Covey

Reporting on Special Ops

  • Special Ops Definition (According to Frankie): In Episode 1 – Socially Supportive and 4DX I talk about the whirlwind, which includes all of your regular daily activities. For social customer care leadership, Special Ops, or special operations, are activities that fall outside of those daily activities.
  • Why it’s Important to Report on Special Ops
    • To increase awareness
    • To demonstrate progress
    • To illustrate organizational benefits
    • To keep you on track
  • 5 Steps to Locating Your Special Ops and Reporting on Them 
    1. Scan your regular weekly reports for regularly reported items including:
    2. Scan your calendar for the week (Outlook, Google, etc.) and search for;
      • Meetings you’ve held
      • Meetings you’ve attended
      • Meetings you’ve skipped (yeah, you passed on some meetings.)
    3. Scan your emails for the week
      • Discussions on projects in the works
      • Requests for assistance from other departments
      • Recurring issues that continue to hit your inbox
    4. Find one of the following and crown it your special op:
      • A project you’re already working on
      • A problem that needs addressing
      • An opportunity to improve
        • process
        • communication
        • education
        • KPIs
    5. Make a place on your weekly and start reporting
      • Define the problem
      • Advise how this relates to your overall 36 month strategy
      • Describe the solution
      • Set baseline
      • Set target result
      • Set deadline
      • create milestone activities
      • report out every week

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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