Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Eptica

SEPTEMBER 18, 2015

This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. One way to empower staff is to give them access to consistent information so that they can do their jobs to the best of their abilities. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

VocalCom

JULY 3, 2017

In addition, top-performing agents may share their best practices with peers. Gamification can also be a fun way to encourage healthy competition during training practices. Roleplaying is an excellent way to help agents practice their communication skills while learning to understand how customers feel.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48