Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Let’s find out more about the potential of the Callback feature for call centers, its benefits, and best practices for managing callbacks in contact centers.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. Identify agents with the lowest AHT/FAHT.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Robert Davis

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. That kind of symbiosis with an external service is a tall order. Best practices for implementing your omnichannel strategy. Customer service is everyone’s job.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48