Gartner Research

Aligning Social CRM and Contact Center Workforce Optimization

Published: 25 May 2012

ID: G00234685

Analyst(s): Jim Davies

Summary

The impact of social media within large, multichannel customer service organizations requires customer-facing employees to be governed by the best-practice principles inherent in a contact center workforce optimization suite.

Table Of Contents
  • Impacts

Analysis

  • The introduction of social media in the contact center will require planning managers to revamp existing staffing methodologies, and to adopt a more strategic approach to long- and short-term staffing requirements
  • The introduction of social media in the contact center will require quality managers to overhaul their approach to agent recording, evaluation and training, and to focus on written communication, as opposed to spoken communication
  • The introduction of social media in the contact center will require managers to incorporate this new channel in their reporting and analysis capabilities to obtain a holistic, cross-channel view of staff performance

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