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.

Coaching 52

Coaching Call Center Scripts Construction 52

Playvox

FEBRUARY 1, 2024

Rather, public opinion unfolds over time, and it’s expressed in the nuances of language, hidden patterns, and the emotions of people. The meaningful insights from consumer sentiment analysis are an essential component of a customer-centric strategy because they indicate the actions needed for improvement. Apply the insights.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

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.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be?

Quality management 52

Quality management Call Center Management Contact Center 52