by Lance Fried
Agent retention has long been one of the most important topic conversations for contact center managers and supervisors.
Recruiting and training expenses alone can cost an organization a fortune. Not to mention the ongoing agent morale issues that go hand in hand with high agent turnover rates.
Social agent turnover and the costs associated with high rates are caused by new fundamental channel-specific issues that traditional contact center management have to now consider. Additionally, the ROI of social engagement is being used as a driver for expanding enterprise social care initiatives as budgets continue to shift from Marketing to Care Groups– it becomes clear how pivotal social care solutions will be in driving success and meeting objectives.
The social contact center is unique in the way organizations can reduce turnover, increase retention, boost morale, and cut costs across the board.
Let us discuss one of the main challenges social engagement command centers face; SPAM
Spam Spam Spam
By Edwin Margulies
The principles of growth hacking are extensible and can be applied to the realm of customer service. Whether you want to embed applications and APIs on your web site and mobile apps, add sentiment feedback, and viral mechanisms – there’s no reason to limit these tricks of the marketing trade toâ¦ marketing. Nor should these concepts be limited to small, startup companies with tiny budgets. Savvy customer service executives and other practitioners of customer care can also team up with technical gurus to increase loyalty, solve customer problems, and get great feedback. Here are some ways you can use growth hacking discipline to step up your customer service game. Continue reading
By Ed Margulies
A big challenge for practitioners of social engagement for customer care is the proper dispositioning of customer posts and interactions. In traditional contact centers, dispositioning can be handled by case management systems, ACD outcomes and CRM systems. Historically, the discipline of tagging social posts for proper dispositioning has fallen through the cracks for most social platforms because the majority were built for marketing, not customer care. This article walks you through the essentials for multi-layer dispositioning and acts as a guide for choosing the right social care platform.
By Edwin Margulies
If you are building a practice for social engagement for customer care, one of the biggest issues you will face is tackling your response strategy. Depending on the content you are “fishing for” in the big, blue social ocean, you may adopt numerous response strategies. These can be based on the varied skills and focus of your social care team. In this article, I will cover the top response strategies for you to consider.
By Edwin Margulies
It’s back to the future. Over a decade ago, contact centers were on the vanguard of great change. This included virtualization and the addition of channels such as SMS and Chat. Practitioners were wringing their hands over whether agents should be “blended” or more dedicated to a specific media type based on their skills. Enter social engagement for customer care. It’s 1999 all over again. If you are facing the question of what to do about blended agents in a social context, here’s guidance to help with your decisions.
First, How Blended is Blended?
It’s important to establish just what blended means. A blended agent is an agent that has access to and does outreach for customers across media types. For example, a blended agent can answer incoming phone calls, answer support emails, and also do chats. Continue reading