VocalCom
MAY 15, 2017
For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible. Keeping agents well-informed is essential to reducing average handling time.
SharpenCX
JULY 28, 2020
Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results. The Key Difference Between Multichannel Service and Omnichannel Service. Before I dive into specifics, we should distinguish the difference between omnichannel service and multichannel service.
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Playvox
JULY 14, 2023
Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.
VocalCom
MAY 6, 2019
Here are five tips for improving your call quality monitoring to ensure that your customers experience the best service possible. Begin by outlining the process customers actually follow—such as reaching an agent via an IVR menu—and then ask yourself how every step should be handled optimally.
VocalCom
JULY 3, 2017
Here are seven tips for training call center agents effectively. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. The post 7 Tips for Training Call Center Agents Effectively appeared first on Vocalcom Blog. Offer peer training and gamification.
VocalCom
MAY 29, 2017
Here are five essential tips for measuring customer satisfaction globally. For example, first contact resolution can indicate how often your customers are given a quick and satisfying solution, while average handling time can indicate if certain cases are taking too long. Monitor social media channels.
VocalCom
MAY 8, 2017
Customer retention therefore demands that companies understand the importance of making customers feel valued, whether it be by respecting their time, saving them money, or simply thanking them for their business. Here are five tips for improving customer retention that every brand should note.
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