By Edwin Margulies Sentiment is an attribute of social posts that can provide rich clues on how to engage with a customer. But it's not always what it seems on the surface. Here are some tips for figuring out the difference between a plain rant versus a cry for help
by Lance Fried Agent retention has long been one of the most important topic conversations for contact center managers and supervisors. Recruiting and training expenses alone can cost an organization a fortune. Not to mention the ongoing agent morale issues that go hand in hand with high agent turnover rates. Social agent turnover and the costs associated with high rates are caused by new fundamental channel-specific issues that traditional contact center management have to now consider.
