A More Social Contact Center

A More Social Contact Center

Cover
How are contact centers handling Facebook and Twitter channels when forecasting customer contact volume? According to a recent survey by DMG Consulting, 41.5% aren't forecasting at all! The truth is, few organizations have adopted a formal workforce management (WFM) strategy for social media.
This expert e-guide describes the importance of developing a formal social media strategy and leveraging WFM software to manage social media contact center volume. Also, see what's on Comcast Corp.'s 10-step "cheat sheet" for building a social call center strategy, including:
  • Start listening first on social channels
  • Determine the necessary agent skills your organization will need
  • Respond quickly to customers
  • And 7 more
Vendor:
LogMeIn, Inc.
Posted:
25 Mar 2014
Published:
25 Mar 2014
Format:
PDF
Length:
11 Page(s)
Type:
eGuide
Language:
English
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