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How to Measure the Quality of Social Media Customer Service – Contact Center Expo & Conference
May 12, 2016 @ 2:45 pm - 3:45 pm
Now that your contact center’s social media support channels are up and running, it’s time to measure how well agents are writing to customers in Facebook and Twitter. It’s pretty easy to rate agent performance on simple quality measures, such as response time. But other measures, such as first contact resolution and customer rapport, are more difficult to assess in the fast-flowing social media world. In this session, you’ll learn which measures to choose from when assessing social media service quality, and practice measuring the quality of actual communications with customers.