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Measuring Customer Loyalty Through Data

Vcaretec

We regularly send and analyze customer surveys, conduct data mining exercises to gauge trends, and gather real-time customer care feedback through web chat, social media, and email.

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3 Ways to Enhance Customer Experience in the Call Center

Etech

Servant leaders focus on finding new ways to encourage others through helping them discover and exercise their own powers and abilities- and then giving them the tools to use them. When businesses focus on enhancing servant leadership within the ranks of call center employees, they can provide improved customer service.

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Destress After an Unpleasant Call

Insite Managed Solutions

5 Ways to Relieve Stress After an Unpleasant Call. With a consultant’s average call center experience around 15 years, we all understand how unpleasant and abusive calls can be taxing on a daily basis. These types of calls can lead to higher agent attrition.

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Calling all Call Centers: Confessions of a Tech Support Agent

Fonolo

As a former TSR, I wish more call center managers would more intensely identify and address intangible challenges such as these. I also wish I had been given the opportunity as an Agent to exercise call-backs with clients. In my opinion, the power of a call-back is highly underestimated.

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Pros and Cons of In-House vs. Outsourced Call Centers

Calltools

Call agents tend to give quick, pre-defined responses to customers thus hurting your business. Lack of Control As a business manager, the extent of control that you can exercise on outsourced call agents is limited. While an in-house call center gives you autonomy, the case is different when it comes to outsourced services.

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The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru Group

It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance. The key metrics are being captured, but incorrectly defined. For example, movers being calculated in voluntary churn calculations for internet subscribers or grocery store shoppers.

Metrics 40
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The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs

Maru Group

It benefits greatly to go through the exercise of identifying and defining the variables you need to track organizational performance. The key metrics are being captured, but incorrectly defined. For example, movers being calculated in voluntary churn calculations for internet subscribers or grocery store shoppers.

Metrics 40