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Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

Identify your customers Caller ID isn't new technology, yet my pizza place is one of the few companies I regularly do business with that uses it effectively. As a young contact center manager, I learned the hard way that written communication must be monitored. This exercise might yield some surprises!

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Tips To Improve Quality Monitoring

Etech GS

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes.