Your Contact Center Agents Should Know the True Value of Social and Mobile

Empowered with the right call center software, your agents are invincible. When supported by the right solution, it’s as if each seat in your facility is being filled by a contact center superhero. Barriers continue to be broken with increasingly sophisticated technology, and it is imperative that your agents grow alongside this. You could have the most advanced solution on the market, but it won’t do much good if it’s being hindered by uninformed agents. This especially goes for the digital unified contact center, which includes multi-channel integration and support for social and mobile customer engagement.If you’re looking to sharpen agent training so that they are fully prepared, here are some questions to get you started:What value does targeted and large audiences provide for social media purposes? For a business phone system provider, a target audience could be comprised of system integrators, C-level execs and IT infrastructure specialists, among others. While it’s extremely helpful to aim your social media efforts at a targeted market, doing so with a larger audience also holds unique value. Do your agents know the difference between the value of each?How about for mobile purposes?Do your agents know the worth of mobility for both targeted and large audiences? The value held within each varies depending on the user demographic. For example, top research firm Pew Internet reported that as of May 2013, 80 percent of 18-29 year-olds own a smartphone, compared to only 45 percent of those aged 50-64 who do. How are your agents handling mobile users within both their targeted and larger audiences?Vocalcom’s leading-edge virtual call center software makes it easy for every type of organization to see unparalleled agent productivity and overall improved management. Whether you have a simple phone support helpdesk or a sophisticated multi-channel contact center, our virtual call center has proven its agent value to hundreds of thousands of satisfied users. Click here to learn how you can empower your agents with the right software today.

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