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Do you participate in our weekly Twitter chat? This is the place to continue the conversations, network with fellow chatters, and find recaps, topics and questions for upcoming chats.

3/8 Questions: Mastering the Multichannel Forecast Messages in this topic - RSS

ericamarois
ericamarois
Moderator
Posts: 71


3/7/2016
ericamarois
ericamarois
Moderator
Posts: 71
Hi guys! Hope you all had a great weekend :) I'm looking forward to hosting our chat tomorrow, and I hope you'll join me!
Here are the questions we plan to cover:


Q1: What are the unique demands placed on agents in a multichannel environment?
Q2: Should today’s agents be expected to provide support in all service channels their #cctr offers?
Q3: How can you accurately forecast volume in less traditional channels such as social?
Q4: How does staffing and forecasting for email differ from phone? What are the advantages & disadvantages?
Q5: What tools & processes are needed to communicate real-time information to the frontline staff?

Q6: How can the #cctr leverage less traditional channels to decrease phone volume during peak season?

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Erica Strother Marois
Community Strategist, ICMI
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