JustCall
JANUARY 24, 2024
What’s broken for sales and support teams today Consider any of the following scenarios and tell us if they sound familiar: Your sales reps and support agents spend a large chunk of their time on after-call work (ACW) , such as logging in activity in your CRM manually or — wait for it — they skip it altogether!
3CLogic
JANUARY 24, 2024
It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Are your agents “swivel-chairing” between your contact center solution, CRM platform, and additional systems?
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JustCall
MARCH 6, 2023
Provide regular feedback and coaching Providing regular feedback and coaching to agents can increase agent productivity by helping them identify areas for improvement, set goals, and track progress. To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner.
Vonage
MARCH 27, 2018
So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. Interaction analytics – simply listening to customer conversations – can help sales and service teams uncover the drivers and effects of customer emotions.
Customer Relationship Metrics
JANUARY 11, 2017
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. It’s almost impossible to understand emotion when the thrill has gone away. Increased productivity.
NobelBiz
AUGUST 3, 2021
but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. In that regard, training in coaching methods is very effective in preparing your supervisors to become both personnel managers and coaching leaders. These systems may also identify and analyze customer emotions during a call.
Lumoa
FEBRUARY 6, 2018
Companies do marketing, sales and CRM – the customer does the experience! But if not applied within a strong operational CX framework, technology can distract and actually move leadership and employees farther away from understand customer emotions, motivations, and expectations. Read the First Part of the Interview.
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