Register now for my CCExpo workshop. 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 […]

Register now for my CCExpo workshop. 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 […]