1. The pivotal role of
agents in modern
customer service
@rossbreadmore
Call centre focus 2012
Page 1 | Call centre focus | October 2012

2. @rossbreadmore
Page 2 | Call centre focus | October 2012
http://www.flickr.com/photos/bendeck/2639210778/sizes/l/

3. Clients
Page 3 | Call centre focus | October 2012

4. Slideshare
bit.ly/callcentrefocus
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5. Flickr user mrefghi
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6. Flickr user pjern
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7. BIG NUMBERS
62% of adults
worldwide now use
social media
Ipsos, 2012
Page 7 | Call centre focus | October 2012

8. BIG NUMBERS
https://www.facebook.com/advertising
Page 8 | Call centre focus | October 2012

9. BIG NUMBERS
“63% of women and 73% of
men ages 18-34 say they don’t
go an hour without checking
their phones”
Lookout & Harris report, 2012
Page 9 | Call centre focus | October 2012

10. MORE BIG NUMBERS…
http://thesocialskinny.com/99-new-social-media-stats-for-2012/
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11. Customers are changing
Page 11 | Call centre focus | October 2012

12. ceoemail.com
Page 12 | Call centre focus | October 2012

13. SOCIAL CUSTOMER
SERVICE
Page 13 | Call centre focus | October 2012

14. 
Page 14 | Call centre focus | October 2012

15. 
Page 15 | Call centre focus | October 2012

16. Page 16 | Call centre focus | October 2012

17. NixonMcInnes
Barriers to good
social customer
service
Page 17 | Call centre focus | October 2012

18. Complexity
http://www.bankingtechnology.org/
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19. Shifting platforms
Page 19 | Call centre focus | October 2012

20. Silos
Page 20 | Call centre focus | October 2012
Flickr user docsearls

21. Overload
Flickr user
Page 21 | Call centre focus | October 2012
nationallibrarynz_commons

22. Fear
Page 22 | Call centre focus | October 2012

23. NixonMcInnes
Join people
Page 23 | Call centre focus | October 2012
Flickr user davidsilver

24. NixonMcInnes
Bring people together
Page 24 | Call centre focus | October 2012

25. Barclaycard
Page 25 | Call centre focus | October 2012

26. Page 26 | Call centre focus | October 2012

27. Combine teams
ONLINE MENTIONS OF
BARCLAYS OR BARCLAYCARD
Web Customer
PR team relations service
team team
Page 27 | Call centre focus | October 2012

28. Page 28 | Call centre focus | October 2012

29. NixonMcInnes
Train people
Page 29 | Call centre focus | October 2012

30. Nectar
Page 30 | Call centre focus | October 2012

31. Guidelines
Page 31 | Call centre focus | October 2012

32. Page 32 | Call centre focus | October 2012

33. Page 33 | Call centre focus | October 2012

34. Page 34 | Call centre focus | October 2012

35. It works
Page 35 | Call centre focus | October 2012

36. NixonMcInnes
Use the right people
Page 36 | Call centre focus | October 2012

37. WWF (and Channel 4)
Page 37 | Call centre focus | October 2012

38. Page 38 | Call centre focus | October 2012

39. Page 39 | Call centre focus | October 2012

40. Page 40 | Call centre focus | October 2012

41. NixonMcInnes
Be honest with
people
Page 41 | Call centre focus | October 2012

42. Page 42 | Call centre focus | October 2012

43. Page 43 | Call centre focus | October 2012

44. No more lipstick
Flickr user
Page 44 | Call centre focus | October 2012 brandonhirsch

45. Page 45 | Call centre focus | October 2012

46. NixonMcInnes
Have fun with people
Page 46 | Call centre focus | October 2012

47. O2
Page 47 | Call centre focus | October 2012

48. Page 48 | Call centre focus | October 2012

49. Showing personality 
Page 49 | Call centre focus | October 2012

50. Real time team
Page 50 | Call centre focus | October 2012

51. NixonMcInnes
In summary
Page 51 | Call centre focus | October 2012

52. Five final tips
• Bring people together
• Train people
• Use the right people
• Be honest with people
• Have fun with people
Page 52 | Call centre focus | October 2012

53. NixonMcInnes
Thank you!
nixonmcinnes.co.uk
ross.breadmore@nixonmcinnes.co.uk
Page 53 | Call centre focus | October 2012