Satrix Solutions

JANUARY 29, 2021

I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

Tethr

JULY 21, 2020

Based on the Tethr Effort Index, AIS is a machine learning-based score that isolates the specific variables attributable to an agent within an interaction with a customer. With AIS, every customer interaction – 100 percent of them – receives a separate, objective score with no bias. AIS represents a new way forward.

Coaching 70

Coaching Construction Upselling Scripts 70

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. Let your agents participate in the draft of scorecards, call scripts, and evaluation guidelines.

Call Center 82

Call Center call center software Abandon rate Metrics 82

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. Let your agents participate in the draft of scorecards, call scripts, and evaluation guidelines.

Call Center 48

Call Center call center software Abandon rate Metrics 48

aircall

DECEMBER 16, 2016

Your team’s phone presence has a direct correlation with the contentment of your customers, since it affects their experience of dealing with your business. The customer experience is the newest competitive battlefield. Let your agents participate in the draft of scorecards, call scripts, and evaluation guidelines.

Call Center 48

Call Center call center software Abandon rate Metrics 48

Callminer

JULY 23, 2019

If you must provide constructive criticism, start the coaching session by praising the employee. When you observe calls, write down notes about each agent’s attitude and adherence to your company’s call scripts. It is easier to give constructive criticism if you can point to specific issues instead of giving generalized feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140