Etech GS
APRIL 1, 2019
Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes. Invest in coaching the agents. You must invest in training and coaching your agents. Gather Feedback.
Toister Performance Solutions
FEBRUARY 20, 2020
One study by contact center consulting firm, Services Triad , found a sharp drop off in forecasting for email and social media: Contact center leaders routinely tell me they struggle to keep up with demand in non-phone channels like chat, social, and particularly email. Quality isn't just a phone thing.
Expert insights. Personalized for you.
56 
Let's personalize your content