Customer Relationship Metrics

JULY 27, 2017

They are considered savvy and are very capable of defending their customer service function to be a competitive weapon and not a red line item. Leaders that are high on the Performance Influence continuum have Voice of the Customer programs that produce a high, provable ROI on the Customer Experience.

Morale 71

Morale Calibration Contact Center Surveys 71

Customer Service Life

SEPTEMBER 7, 2018

It’s an essential process for any company that wants to deliver consistently great customer service. While I’d argue that customer satisfaction is most certainly a quality metric, it should never replace your quality assurance efforts. This is one easy way to insert CSAT into your quality calibrations and coaching.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Playvox

SEPTEMBER 20, 2023

Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience.

Quality management 52

Quality management Coaching Contact Center Calibration 52

CSR Inc.

JULY 9, 2017

Customer Service Starts With Coaching the Coaches Many times when we think about Call Center Quality Assurance , we focus our attention on the front line agents. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs).

Call Center 48

Call Center Calibration Management Coaching 48

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Gene Caballero. YourGreenPal. theworkforcepro.

Call Center 140

Call Center call center software outsourcing Coaching 140

aircall

MARCH 17, 2016

Schedule monthly calibrations with representatives from all of our different departments to review calls. Create instant ‘shout outs’ based on great customer feedback. Recognise great customer support in a very public way. Use speech analytics to identify agent training opportunities.

Best practices 59

Best practices Call Center Calibration Coaching 59

JustCall

APRIL 5, 2023

Here, we take a closer look at areas where JustCall emerges as a clear winner: Effortless Installation For any new customer, the period from when they purchase the product to when they start using it is critical in determining its true value. Against such a competitor, JustCall’s UI comes as a breath of fresh air.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52

pindrop

OCTOBER 21, 2021

Goal: Leverage AI, smart workflow management tools and analytics to unburden agents. Workforce Management – Automation and enhancement of workflow optimization, agent coaching, performance management tools to expedite agent productivity and efficiency. Improve CX - Customer Oriented Elements.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57