The Northridge Group

JULY 20, 2023

These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey. Likewise, AHT is used to measure the time an associate spends working on a customer issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Select VoiceCom Blog

AUGUST 1, 2023

Provide online courses, on-site workshops, and one-on-one coaching or mentoring options to empower them in their roles. Motivate and reward your employees Nurture a culture of motivation and appreciation within your customer service team by implementing strategies to inspire exceptional service.

Customer Service 52

Customer Service Brand ambassadors Journey mapping Metrics 52

aircall

DECEMBER 13, 2018

Combining these two themes together, one could say today’s customer support leaders have a mandate to find cost-effective ways of attracting candidates, maximizing talent, and improving morale. Everything an effective customer support representative needs to know can’t be neatly compressed into one two-day workshop.

Surveys 54

Surveys Customer Support B2C CRM 54