Tethr

JULY 21, 2020

Customers deserve a spot on your QA scorecard, but they’re often forgotten in the QA measurement process. Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Modernizing QA. Driving agent behaviors using AIS.

Coaching 71

Coaching Construction Upselling Scripts 71

Customer Service Life

AUGUST 22, 2019

We found that many of our clients track this metric but few give any visibility to the contact center or hold them directly accountable. Customer Effort Score (CES). Finally, the up-and-comer in the group — Customer Effort Score. Listen to the voice of the customer (VOC).

Contact Center 106

Contact Center Metrics Surveys Coaching 106

Satrix Solutions

JANUARY 29, 2021

I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

NobelBiz

AUGUST 3, 2021

After all, running a contact center without taking human, technological, and managerial facts into account in every operational element is comparable to driving a car without a dashboard. but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. You do not have to be sick to recover!

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Callminer

JULY 23, 2019

Others are from training and leadership professionals, experts in the area of training and coaching employees. When needed, provide additional targeted coaching that addresses the agent’s specific needs, and reinforce what they are doing right.” Leverage analytics to offer targeted agent training and coaching.

Best practices 140

Best practices Feedback Call Center Coaching 140

Tethr

AUGUST 22, 2020

Filtering your customer conversation analytics reports and dashboards by context frees you from the time-suck of needing to build handfuls of unique reports customized to each manager and team’s needs. Give each team answers to your customers’ most pressing questions and pain points with your business with low-to-no effort.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62