aircall

JANUARY 3, 2018

Zooming out” to a wider time frame will give you a better idea of overall trends and benchmarks. Newly trained representatives, as well as support-veterans, aren’t immune from slumps in productivity and morale. This should be enough time to sufficiently practice any new scripts or study-up on new features. How could it not be?

Coaching 48

Coaching Morale Analytics Benchmark 48

Enghouse Interactive

NOVEMBER 27, 2020

Quite often super agents will have to deviate from the script or standard process. So, traditional productivity measurements and benchmarks won’t be relevant. At the same time, they must retain ownership of the issue and focus on delivering a timely response. Clearly, super agents are a step-change in the contact centre.

Self service 58

Self service Benchmark Scripts Best practices 58

Comm100

JULY 30, 2019

Think back to when Google Home was first released in 2016; news outlets everywhere were whipped into a moral panic over the “ethical implications” of the smart speaker. Having a clear goal will help you manage expectations, set performance targets, and create benchmarks, not to mention secure much-needed internal buy-in.

Chatbots 40

Chatbots Morale Feedback Benchmark 40

aircall

DECEMBER 16, 2016

We say that monitoring can give you insight on your employees’ performance and the customers’ reaction, but it can also give you a feel for your team’s morale and skill level. It can be helpful to look into benchmarking studies, to see how your business measures up to others, similar in size, activity, or function.

Call Center 82

Call Center call center software Abandon rate Metrics 82

ChurnZero

JULY 9, 2020

For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must. Benchmarking – Entering the arena to win an award provides the opportunity to compare your Customer Success team with others in the industry. Recruiting – Awards validate your hiring stature among new recruits.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ProProfs Blog

DECEMBER 23, 2019

It also benchmarks the customer experience against your brand promise. In terms of delivering customer experience, there could not have been a better script than this. A little recognition of their good work can certainly do a lot of morale-boosting. And some of these options are inclusive of live chat and help desk software.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

aircall

DECEMBER 16, 2016

We say that monitoring can give you insight on your employees’ performance and the customers’ reaction, but it can also give you a feel for your team’s morale and skill level. It can be helpful to look into benchmarking studies, to see how your business measures up to others, similar in size, activity, or function.

Call Center 48

Call Center call center software Abandon rate Metrics 48

aircall

DECEMBER 16, 2016

We say that monitoring can give you insight on your employees’ performance and the customers’ reaction, but it can also give you a feel for your team’s morale and skill level. It can be helpful to look into benchmarking studies, to see how your business measures up to others, similar in size, activity, or function.

Call Center 48

Call Center call center software Abandon rate Metrics 48

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. And, Chatbots more than pull their weight. Value in Customer Satisfaction.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. A recent ExecsInTheKnow benchmark found that when asked which department in their organization is primarily responsible for social media engagement, the companies surveyed answered as follows: 49% Marketing/PR.

Customer Service 46

Customer Service Customer Care Morale Marketing 46