Conversocial's Director of Social Strategy, Andrey Grigoryev, presented an instructional webinar entitled “Training Your Customer Service Team for Social Media”. During the presentation Andrey shared best practices on preparing contact center agents for social media integration. Topics covered included:
- Why training matters
- The three areas of training
- Social media
- Policies & processes
- Social Media Management System (SMMS)
- Effective training methods
- Tips for successful deployment
With customers increasingly reaching out to brands over social media, it is business critical to implement a social media customer service strategy. To offer the highest level of service, brands are bringing social media into their contact centers and enabling live agents to respond directly over social channels.
But training customer service for social media presents a number of unique challenges, while the public nature of social leaves little room for error.
During the webinar Andrey presented top tips and tactics for brands looking to train, integrate and operationalize social media customer service agents in their contact centers. To listen to the full recordings click below.