Podcasts and Videos

Podcasts and videos 

Podcasts and videos can inform and educate users on the latest developments in the world of contact centres:

• See how Social Media has impacted VISA and their sponsorship of the London 2012 Olympic ticket sales 
• See how the NSPCC has turned the ChildLine service into a true multi-channel contact centre
• Find out how to exploit the latest Attensity social media mining and response tools
• Understand how British Gas uses call centre metrics as part of its strategy to become an award winning call centre

Social Media impact on VISA

 

NSPCC ChildLine multi-channel contact centre

Childline was originally setup as a telephone counselling service. Given the need to reach out to young people, especially those that are vulnerable, NSPCC realised that they need to provide more ways for them to get in touch – as this promotional video illustrates.

Social Media mining and response tools

Social Media can be analysed through the use of mining tools to listen, understand and then act upon what is being said about your organisation across social media communities. As this video brings to life, using Attensity social media tools it is now possible to identify the volume of positive and negative posts that are being said about your company and its products.

British Gas use of call centre metrics
 

Find out how John Connolly, Head of Innovations at British Gas Premier Energy used call centre metrics around Customer Advocacy to drive operational improvements. This videocast was recorded at the December 2010 ProtoCall One Genesys Workforce Management User Group Forum.

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