Customer Service, customer service reps, social media, Twitter, Facebook, retail, Forrester, Conversocial, contact center, contact center agents

Solving Pain Points of Contact Center Forecasting

| Bob Webb

Anyone who has ever been responsible for ensuring that the right number of contact center agents are in their seats at the right time can tell you that producing an accurate schedule can be complex. If you are experiencing pain points in trying to produce an accurate forecast, you need a strategy that will help ensure you are maximizing available agents with call demand.

7 Steps to Measure Customer Experience Success

| Tim Parry

Customer experience professionals can’t afford to muddle along with incomplete measurement programs. Fortunately, they don’t have to. In a recent report, Forrester senior analyst Maxie Schmidt-Subramanian uncovered the following seven steps that result in a disciplined, well-rounded approach to systematic measurement practices.

Removing the Barriers of Inconvenience

| Daniela Forte

Avoid being inconvenient, and make great customer service is a priority. Many companies have put barriers in front of customers that result in many customers running away from the company.