Episode 238 – End of Year Review in July

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

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Announcements:

  •  Catch me on Twitter! @FSaucier

  • New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“A man must be big enough to admit his mistakes, smart enough to profit from them, and strong enough to correct them.” – John C. Maxwell

Book of the day: Customer Service: New Rules for a Social Media World – Peter Shankman

End of Year Reports

  • KPIs (see Episode 3 and Episode 8)
    • Cost per Transaction
    • Initial Response Time (See Episode 43 – Initial Response time is the Future)
    • Average Handle Time
    • CSAT
    • Quality
    • Questions to ask:
      • What trended which way and why?
      • Were there any major objectives or milestones achieved?
      • Which types of issues to customers reach out for on which channels?
  • Channels
    • Are all of your channels still useful?
    • Is usage growing or declining?
    • Are there channels where you should be, but are not covering yet?
  • Events
    • What Happened
    • Why?
    • Impact
    • Lessons Learned
    • Improvements Made
  • Special Ops (See Episode 23 – Reporting on Special Ops)
    • How many projects
    • What Type?
    • What was achieve?
  • Agent Performance
    • Who Shined?
    • Who Had Opportunities?
  • Return on Investment
    • Cost per Transaction
    • Deflection
      • From call center
      • To self-serve
      • To community
    • Overall Return on Investment
  • Next Year’s Opportunities
    • Staffing
    • Training
    • Opening new channels
    • Initiatives
    • Efficiencies

Brought to you by:

    • The Social Pack: Get on the inside to stay on the topside. Join today!
    • ParknFly: Save 10% off Posted Rate Reserve Now 
    • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

Jobs

Who’s Doing it Well?

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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