TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Tethr

OCTOBER 23, 2018

In the first post in this series , I argued that the explanation for why one company’s customer centricity efforts succeed while others fail is ultimately a function of whether the company itself is more focused on “telling” or more focused on “listening.”. Listening organizations don’t ask for these sorts of things.

Agent Empowerment 48

Agent Empowerment Scripts Enterprise Customer centricity 48

NICE inContact

DECEMBER 21, 2015

Include your agents. Agent empowerment is the new norm within many contact centers. Agent inclusion is a vital strategy for establishing agent buy-in and promoting self-improvement. Encourage your agents to voice their feedback, concerns, opinions, and front-line insights.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41