As the success management team, we work with the operations teams and the WFM teams all the time to see what other activities can be pushed to agents to make them, you know, make their idle time more productive. So as we, you know, work with different types of activities may may it be training or, you know, back office tasks or even just checking email or, you know, catching their breath. Whatever it might be, one thing that, you know, our customers have not yet started utilizing a lot on is social media. Everyone, all organizations, small or big, are trying to, you know, get a pulse on their customers, you know, how they are responding to them in the world wide web. You know, what they are saying about them, you know, how else can we, respond or react better to whatever they are saying about us, whether it’s positive or negative. What I think, customers or, you know, organizations can start doing is identify a few of their agents that are extremely, customer service oriented that have really good communication skills, and then, have them actually, go and look at these different social media, platforms, if you will. So give them ten minutes in a day to actually look at Twitter, for example. And then, what they need to do is search for their organization’s name on Twitter and then see who all have either complained or said nice things about them and then just respond to them. And, what how this helps is, you know, the customer, however, you know, disgruntled he might be, actually finds that, you know, he’s been responded to right away. And that actually helps in, increasing their morale. I mean, it’s happened to me where I tweet complaining about something and someone responds to me saying, Oh, I’m so sorry it happened to you, but let’s contact, you know, contact our service department so we can take care of you better. What we do need to do is make sure that these agents are non confrontational. You know, they are, they, you know, really pleasant to customers and, of course, they, are helpful in whatever way they can. This is what they actually do as part of the calls that they take. So it’s just an extension of what they are doing already and I think it would be a great use of the time that they get in between calls.
