SharpenCX
JUNE 30, 2021
Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company. Why would customers stay loyal to brands that are slow or can’t offer help? Why wouldn’t a customer find a company that makes buying and learning a product or service quick, easy, and accessible?
SharpenCX
DECEMBER 30, 2019
You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Turns out, much of that happiness comes from the service you deliver. And, another 76% think customers are smarter and more informed, too.
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Tethr
OCTOBER 23, 2018
The first and most powerful marker of a listening enterprise is how a company treats its frontline employees—and namely, the level of empowerment they give to the frontline. Of course, like “ customer-centricity ,” the idea of “frontline empowerment” has become an over-used and fairly meaningless concept in the CX and customer service world.
Toister Performance Solutions
APRIL 30, 2020
Lack of call control skills that would help agents effectively move the call. Here's a quick definition of priming from Psychology Today : Priming is a phenomenon in which exposure to a stimulus, such as a word or image, influences how one responds to a subsequent, related stimulus. What is agent empowerment?
Customer Service Life
DECEMBER 15, 2017
Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. The idea is that through consistent monitoring and coaching, agents will improve these scores and the quality of their customer service over time. Batting around an alternative.
bold360 Blog
AUGUST 31, 2020
Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Agent empowerment: Agents want to do meaningful work, and fielding a high volume of routine, repetitive calls can become monotonous.
NICE inContact
DECEMBER 21, 2015
This process validates the effectiveness of individuals evaluating agent performance and improving customer service. For the executives, listening to calls and understanding the opportunities and obstacles of the agent provides better insight into performance and the customer experience. Include your agents.
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