Gain buy-in, choose the right tools, and encourage employees to participate. Whether you need help introducing social media or making your efforts more successful, this is the guide for you. It contains 140 tips in tweet form (140 characters or less) with ideas for promoting social media, deciding which venues to use, and encouraging participation. Plus, the guide contains links to social media statistics, informative websites, and other resources.
Strategic planning and workforce management go hand-in-hand. Without workforce management, agents aren't properly scheduled and chaos reigns. But strategic planning is just as important to ensure you have enough agents to schedule in the first place. With so many variables involved , a strong marriage of the two is necessary for today's complex contact center.