Coaching Contact Center Customer emotions Scripts 
Fonolo
SEPTEMBER 30, 2022
Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. When it comes to contact center work, communication is king. Active listening.
Toister Performance Solutions
DECEMBER 20, 2018
It could be from my own experience as a customer, the many jobs I've had serving customers, or a story someone else shared with me. For a segment on identifying customers' emotional needs, I thought back to the time I was a customer service manager for a catalog company that sold collectibles. Contact Center.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
FEBRUARY 1, 2024
Your customers are talking, and they have a lot to say. As a contact center leader, there’s no question you’re at the heart of the conversation. But do you know how your customers really feel about your brand, products, services, and support? What Is Customer Sentiment Analysis?
Customer Relationship Metrics
JANUARY 11, 2017
To do Customer Experience right, you don’t just need to test different positions or processes. Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. These are the results that are rooted in emotion. And you need to link the customer emotion to people that serve them.
Balto
NOVEMBER 28, 2023
Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Investing in quality management and assurance enables you to deliver seamless customer service, as well as keep customer churn rates at a minimum.
Expert insights. Personalized for you.
81 
Let's personalize your content