HeatherS
Khoros Alumni (Retired)
Joined 13 years ago
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Re: LSW: Intercepting messages pre distribution
Maybe Fellsteruk is coming to the same conclusion as me. I haven't seen any plugins like this for other customers, but here's how our customers typically deal with this: All new agents are set into a LSW team where their posts all requre approval, either by another senior agent or by a supervisor. They "graduate" from that team once they've had some time to understand what is and is not appropriate to post. Nearly all of our customers have a QA process for all agents. Either the supervisor has a formal process where they analyze a sample agent tweets and then provide feedback 1:1 with that agent to hone their messaging or they have a QA team dedicated to this proces. Either way, the agent is constantly reviewed and gets the opportunity to improve their response skills. Just some thoughts on how others handle this.
