Playvox

DECEMBER 21, 2022

While these are great virtual meeting tools for communicating in and engaging as a group, you might need other technology in place for one-on-one coaching for individual agents. Paired together, they can show you the impact of behavior adjustments on hard metrics so you know exactly which agents need to improve in specific areas.

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. Customer surveys and feedback are important to your Customer Success team for a number of reasons. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. Knowledgeable agents have access to the metrics they need to measure (and improve) performance regularly. The same goes for interactions with your agents.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107

SharpenCX

JUNE 8, 2021

Measure churn: If you’re not already measuring churn, this is an important metric to track. Metrics make something that can feel vague and ambiguous more concrete. Sending surveys signals that your team cares about your customer experience. Let me help you make it more manageable with two simple steps: Create CSAT surveys.

Customer retention 76

Customer retention Coaching Employee engagement Contact Center 76

SharpenCX

APRIL 8, 2020

Give agents visibility into queue metrics. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. It’s important to remember that not all of these metrics are personally actionable to your agents, though. Get the ebook. Talk about maddening.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

SharpenCX

MARCH 10, 2020

You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. Download Now: Improve how you coach and train agents with 29 facts and techniques for managers. There are many skills you should consider when you hire new agents and coach them to success. Sound familiar?

Call Center 67

Call Center Management Coaching Metrics 67

SharpenCX

FEBRUARY 10, 2021

Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. It helps you identify trends and patterns beyond your traditional call center metrics. Think about your customer surveys and what you learn in your agent 1:1s, here. Qualitative feedback.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

JustCall

APRIL 4, 2023

You can create a rich repository of blog posts, ebooks, webinars, and other forms of educational material. So, make sure to: Track website traffic Analyze customer behavior Monitor sales metrics By using data to inform your sales strategy, you can improve your performance and make data-driven decisions.

Call Center 52

Call Center Sales Inbound sales Upselling 52

SharpenCX

JUNE 10, 2021

Start with coaching and training. Create a strategy that sets your agents up for success, and coach them to always improve and reach their personal goals. Use in-line training paired with automation to cut down on the time you spend searching for coaching moments. Provide your agents with the right tools. Feedback matters.

Morale 67

Morale Call Center Contact Center Coaching 67

Noble Systems

JUNE 30, 2020

Businesses can gather actionable insights from all interactions, rather than from a smaller percentage of calls, allowing them to uncover information that might only rarely come up in voluntary surveys. The results can also be used to impact sales and marketing initiatives and highlight any operational issues in the contact center.

Analytics 98

Analytics Contact Center Call Center Scripts 98

SharpenCX

MARCH 16, 2021

You can’t have high expectations without the right amount of support and coaching to go with it. And then, help them meet expectations by surfacing important metrics and performance data daily. They also send visitors detailed satisfaction surveys on their latest experience. Then, they make changes based on the feedback.

Customer Experience 84

Customer Experience Feedback Coaching Scripts 84

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. Give Your Customers a Voice Customer surveys and feedback are important to your Customer Success team for a number of reasons. That’s where a Customer Success software like ChurnZero could come in.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

SharpenCX

JUNE 22, 2021

When PwC surveyed 15,000 consumers, they found that 1 in 3 customers leave a brand they love after just one bad experience. Read Next]: Crafting Narratives to get your Executive Team on Board: Metric Storytelling to Advocate for your Call Center Team. They also encourage self-coaching. And who knows! Make Training Continuous.

Call Center 67

Call Center Coaching Analytics Employee engagement 67

SharpenCX

MARCH 30, 2021

Read Next] 6 reporting metrics that will level up your customer service. What does your data tell you about where you need to coach and develop your teams? Use your call center platform to send out CSAT surveys and encourage customer feedback. What questions do my agents struggle to answer? What’s my call transfer rate?

Call Center 67

Call Center Technology Customer Experience Contact Center 67

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. Question #4: Are You Measuring the Right Key Metric(s)? However, for industries like health insurance where the company is often dictated (versus proactively chosen), NPS may not be the right metric. . ”

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

aircall

JULY 7, 2021

Thus, you can use them on documents, surveys, feedback forms, SMS, email, and even social media to identify patterns and relationships among the data. Self-service analytics mine data from self-service communication channels, such as FAQs, blogs, and ebooks. But instead of speech, they focus on written text. Self-Service Analytics.

Call Center 62

Call Center Analytics Self service Sales 62

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Expand Digital Capabilities.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Effective agent training and coaching have been a top priority for contact centers for a long time. Leverage Gamification for Soft Skills Development. Expand Digital Capabilities.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Customer Relationship Metrics

MAY 17, 2017

is a question that is included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. more hours each month to be more productive in coaching agents to help them improve and grow. “Do you have less than 20 scoring criteria to grade on your internal quality monitoring form?” Each supervisor would have at least 8.5

Benchmark 85

Benchmark Call Center Coaching Feedback 85

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. In the coaching mode, managers can assist the agent during a call, but the customer can’t hear the manager.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. Hosted contact centers have the power to transform average agents into extraordinary ones.

Contact Center 52

Contact Center Customer Service Interactive Voice Response contact center solutions 52

NobelBiz

MAY 16, 2023

Following a survey of 302 call centers around the world, Aberdeen concluded that almost two-thirds of contact centers currently use an on-premises model for their contact center technology infrastructure. Hosted contact centers have the power to transform average agents into extraordinary ones.

Contact Center 40

Contact Center Customer Service Interactive Voice Response contact center solutions 40

ChurnZero

MARCH 20, 2020

Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . Join this webinar to learn: The different types of customer reviews and when to use them.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Add online surveys, comment fields, and customer satisfaction surveys ( CSAT ) to provide additional color to your sentiment analysis.

Contact Center 93

Contact Center Best practices Surveys Feedback 93