CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

The Northridge Group

JULY 20, 2023

Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

TLC Associates

JUNE 20, 2019

Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Speak with your team managers, trainers, and Quality Assurance team (if you have one).

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

NobelBiz

JUNE 5, 2023

This challenge can be addressed by using market research tools and techniques, customer relationship management (CRM) systems, and data analysis methods. Regular training programs, incentives, and supportive management can help to motivate agents and boost their performance. Running a contact center can get expensive.

Call Center 52

Call Center Scripts CRM Contact Center 52

aircall

DECEMBER 13, 2018

based customer support managers, directors, VPs, and executives. Team Leaders | Respondents with the job role of Support Team Manager / Leader. Salesforce, Zendesk, Intercom) to manage support team operations. Non-Users | Respondents who do not use a CRM or Helpdesk software solution to manage support team operations.

Surveys 54

Surveys Customer Support B2C CRM 54

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed. Playvox offers a Quality Management suite that welcomes you to the digital era.

Contact Center 84

Contact Center Gamification Coaching Quality management 84