SharpenCX

DECEMBER 22, 2020

Coach your agents in empathy and effective communication skills. And, most customers expect to use multiple communication channels for help, especially when phone calls lead to long wait times. 4 Tips to Exceed Customer Expectations [Definition Post] appeared first on Sharpen. The post What is Good Customer Service?

Customer Service 76

Customer Service Contact Center Coaching Wait times 76

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. This results in long wait times and abandoned conversations. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. Communicate wait times if there’s any sort of delay to speak to a team member, and follow up with customers after the fact. Members of customer-facing teams should be trained and coached to deliver quality interactions and service.

SaaS 97

SaaS Customer Experience Surveys Customer retention 97

ChurnZero

NOVEMBER 9, 2021

Keep reading for our tips on how to improve customer experience at your SaaS company. Communicate wait times if there’s any sort of delay to speak to a team member, and follow up with customers after the fact. Members of customer-facing teams should be trained and coached to deliver quality interactions and service.

SaaS 52

SaaS Customer Experience Surveys Customer retention 52

Playvox

DECEMBER 5, 2022

Review adherence for trends of this behavior.bReview hold or queue wait times at the end of the shift/day. Related Article: Five Coaching Tips For Contact Center Agents that Work. Get our new free ebook, Combatting Contact Avoidance And Creating The Right Policy To Manage It.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

SharpenCX

APRIL 8, 2020

13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Proactively serving up helpful info in your IVR – like disclosing excessive wait times – prevents queue overflow and pointless agent interactions. Serve coaching opportunities to agents in-queue. Get the ebook.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84