Accountability Average Handle Time Employee engagement Scripts 
SharpenCX
JULY 26, 2023
You can use the data you collect to predict behavior and correct issues before they start (which may lead to account termination). Look at failed accounts and identify patterns in the products they use, reps they spoke to, when they purchased, what channel they seek support through, etc. Don’t leave it sitting around to gather dust.
Customer Relationship Metrics
JULY 26, 2017
Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. and What Does: The New Science of Leading, Energizing, and Engaging. And you can’t script Empathy and have it felt as genuine.
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Global Response
MARCH 27, 2023
For example, if a customer calls needing a password reset or help getting back into a locked account, rather than just having agents provide them with a temporary password or sending the reset email, have your agents wait on the phone with them to ensure they were able to successfully get back into their account or reset their password.
JustCall
DECEMBER 10, 2020
Increase Employee Engagement With Sessions. This increases employee engagement. Day 3 is practicing the scripts on the phones by calling me or my team. We do fake training calls 20-30 times until the new rep is comfortable. Conduct call center training sessions that are more of human conversations.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. In fact, according to Salesforce, 72% of people think self-service support is a fast and easy way to handle issues.
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