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Long Beach, CA United States

May 2016

How to Measure the Quality of Social Media Customer Service – Contact Center Expo & Conference

May 12, 2016 @ 2:45 pm - 3:45 pm
Unnamed Venue Long Beach, CA United States

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 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…

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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
Unnamed Venue Long Beach, CA United States

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 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…

Find out more »
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