Building a Rockstar Social Customer Service Team

How to Hire Train and Measure

 

Loved Brands Trust Sparkcentral
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Social media is the #1 preferred customer service channel for many consumers (and soon to be the majority). According to Forrester, 67% of companies state social customer service is the most pressing short-term priority for the contact center. 

With the rise of social as a key customer service channel within the contact center, a new role, the “social customer service agent,” has emerged. Social service agents are the most public facing service teams for a company and, as such, require a special set of capabilities, skills, and training in order to be successful.

In this webinar you'll learn how to:

  • Hire social care agents with the right sets of skills and characteristics. 
  • Benchmark social agent pay against others in the industry. 
  • Train and guide agents to deliver full resolution service on social. 
  • Measure agent performances and coach team members to success. 
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Anaal Patel

VP of Marketing

Sparkcentral