EPIC Connections

JUNE 26, 2019

Five strategies for improving call center performance: 1.) Use benchmarking reports to understand your current performance and compare it to industry standards. You should also regularly evaluate your call handling processes and call flows to determine if they are aligned with your organization’s current goals.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Tethr

OCTOBER 2, 2020

Are you investing in coaching for your customer care and support teams? What’s interesting to note about this one may have immediately become apparent if you’re looking at the call flow illustration above. Customer effort score: industry benchmarks and best practices. Answer that question honestly.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Additionally, AI helps you identify how agent actions relate to customer sentiment.

Quality management 52

Quality management Call Center Management Contact Center 52