Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.”

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Kayako

FEBRUARY 7, 2018

That’s where coaching comes in. Why coaching beats training support teams. This is why coaching needs to be included in a support rep’s development. Coaching builds and refines much-needed support skills. Coaching hits the switch on active mode learning. Coaching gives employees a sense of ownership.

Coaching 84

Coaching Customer Service Feedback Customer Support 84

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? If you’re a part of a sales and support team, it’s likely that you’ve experienced the pain and time wasted when it comes to managing prospect or customer calls. . You can read the full report here. “As

CRM 62

CRM Wait times Consulting Consulting 62

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. After receiving numerous recognitions in his role at Citi, Eliason was named Executive VP, US Digital, and Customer Experience for Zeno Group in October 2015.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Tenfold - Contact Center Blog

JULY 9, 2018

A report from Glance shows that 67% of customers hang up in frustration while waiting for a customer service representative to answer. The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times. It’s also best to set expectations and be transparent with the wait time.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

ChurnZero

NOVEMBER 22, 2021

Customers are complaining about extended wait times and an inability to reach their CSM. With years of experience negotiating with Finance teams and coaching other Customer Success leaders on how to do the same, Kristen shares some of her best practices and eye-opening lessons learned along the way. Best Practices.

Benchmark 98

Benchmark Finance Best practices Sales 98