Balto

JANUARY 11, 2024

For example, a contact center leader used sentiment analysis to discover that effective technical support reps used something called positive positioning. The support leader found customers are more compliant with technical support suggestions and sentiment was much higher when agents used positive positioning.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Playvox

MARCH 12, 2024

This doesn’t mean giving out empty praise or insincere feedback. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Callminer

AUGUST 1, 2017

They don’t do anything else except maybe monitor a few calls and give some feedback. Agents can also send feedback directly to script authors to further improve processes. Feedback loops are imperative to success. If a QA person is responsible for delivering coaching/feedback, it can be time-consuming.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). Start scheduling conversations with your most happy/green customers, and introduce the new model and perfect the pitch and get feedback from them on the new model.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

JustCall

APRIL 5, 2023

When trained and calibrated correctly, the virtual agent can seamlessly guide callers to the correct resolution through self-servicing. 4 Does JustCall or Talkdesk Have a Better Customer Support System? Both Talkdesk and JustCall have strong customer support systems. How has it done so?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Customer Relationship Metrics

JANUARY 11, 2017

As the study progressed and agent-level feedback was collected by “Contact Center A”, the results for this metric were dramatic. So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”. After six months the results were in. Learn more at: www.SurveyCalibration.com.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67