Multichannel Forecasting Meets Twitter Demand

Paul Stitt explains why it might be time for you to invest in a WFM solution that will accurately forecast workload for all channels.

Agents are answering more questions in Twitter than in email for the first time, according to a recent study. Times are clearly changing!

Will your contact centre be enabling customers to contact you on Twitter? The speed at which customer service is moving, you may have little choice in the matter. Whatever you do, be prepared, as one bad tweet could ruin your call centre’s reputation!

In this era of multichannel contact, it only takes one bad agent response to feel the wrath of a disgruntled customer. In the past, a customer might have told a friend, family member or neighbour about poor service but now he/she can spread word like wildfire on social media.

Customers have never been more demanding, expecting access to companies via social media and first call resolution (FCR). Many brands are responding by investing heavily in the customer experience.

Good staff with the right attitude and trained in social media etiquette can make all the difference.

A workforce management solution that will accurately forecast workload for all channels can also help to ensure skilled agents are scheduled on the right channel to respond to customer demand. This is a good first step in ensuring that your reputation and social media presence remains intact via optimised scheduling!

With thanks to Paul Stitt at injixo