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Replacing Customer Service Surveys with Sentiment Analysis

Balto

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
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The Power of Recognition: How to Motivate Agents Authentically

Playvox

According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions.

Morale 79
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Looking for an Inbound Call Center Outsourcing Partner? Keep These Tips in Your Glovebox

Quality Contact Solutions

Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Is it a sales call, customer service, or a technical support call? Is there a need for multi-language support? Customer Profile – Provide documentation on the profile of your customer base. Why do they call?

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Churn prediction using multimodality of text and tabular features with Amazon SageMaker Jumpstart

AWS Machine Learning

But I would like to have more help in terms of technical support, I haven't had the kind of help with my phone line and I don't have the type of tech support I want. Note that the probability returned by this model has not been calibrated. CalibratedClassifierCV from Scikit-learn can be used to calibrate a model.

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A Strategic Guide to Choosing Call Center Outsourcing Vendors

Blueship Call Center

Outdated technical support. Predictive dialers, automatic solution dispersion, and random ticket screening are other crucial features, along with back-office tech support, AI, mixed reality, etc. Customer churn Customers often look for alternatives when they are dissatisfied with the calibre of services.

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Moving from a Services-Based to a Core Customer Success Organization

ChurnZero

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). Services or usually called Professional Services are services provided to customers that have a clear timeline, outcome and value definition.

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

He is one of ICMI’s Top 50 Thought Leaders on Twitter and on HDI’s list of Top 25 Thought Leaders in Technical Support and Service Management. Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching.