Envision | How to Integrate Social Media, the Newest Customer Contact Channel, into your Quality Monitoring Program

Presented by Connie Smith, Industry Consultant and President of SpotOn Enterprises and Envision

It doesn’t seem that long ago that “electronic transmissions”, or, email was introduced to contact centers as the newest interaction channel. While it was once uncharted waters to navigate through, we managed to incorporate email beautifully into our contact centers and quality monitor programs. There is now a lot of focus around social media. With hundreds of millions of users, including your customers, Social Media users exceed email users. Considering a reported sixty-seven percent of Fortune 100 companies already use Twitter to respond directly to customers, we think it is time to incorporate a social media quality program into your center. Ready or not, the newest customer contact channel, Social Media, has arrived! 

Join us as we discuss this growing topic and explore: 

• How to quality monitor Social Media interactions
• The role that the contact center and the enterprise should play in responding to social media
• Social Media skills that are imperative to evaluate and coach to
• How you can use crowd sourcing and proactive outbound communications to your advantage
• What electronic language is ok to use and what is not. For Example: “lol” (laughing out loud) and “YW” (your welcome).