Coaching eBook Scripts Surveys 
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.
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. An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust. Your agents are superheroes in disguise.
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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.
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. They also encourage self-coaching. Read Next]: 6 Support Scripts you Should Have in your Internal Knowledge Base to Guide Any Customer Conversation. More autonomy is a good thing in the call center.
SharpenCX
MARCH 16, 2021
You can’t have high expectations without the right amount of support and coaching to go with it. Then train your agents to handle each issue using fallout scripts, role-playing, and in-line coaching inside the queue to identify behaviors that should be repeated and those that need correcting.
SharpenCX
FEBRUARY 10, 2021
Think about your customer surveys and what you learn in your agent 1:1s, here. Solicit customer feedback with surveys. Use customer surveys to collect qualitative data from your customers to learn what made their experience or what peeved them enough to tell you about it. Bulk up your coaching and training.
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.
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