NICE inContact

OCTOBER 3, 2017

However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

However, studies show that in customer service, making the mistake isn’t what really impacts customer loyalty; rather, it’s all about how the mistake is handled and how things are made “right.”. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018. Download Now.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42