Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call. No, it doesn’t. .”

Scripts 98

Scripts Call Center Telemarketing Best practices 98

Balto

FEBRUARY 6, 2023

We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. In our survey, 46.7% Key word: opportunity.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Ann Michaels and Associates

OCTOBER 28, 2018

The key to training top bankers is reinforcing their skills and letting them know we care by not only highlighting the things they do RIGHT, but providing constructive criticism when they fall short on delivering excellent client service.”. Jiffy Lube conducts thousands of mystery shops and customer phone surveys every month.

Construction 61

Construction Surveys Scripts Feedback 61

Balto

JUNE 13, 2022

Well-constructed knowledge bases make it easy for agents to find the information they need and reduce their need to be experts in every situation. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts.

Management 52

Management Contact center software Coaching Contact Center 52

Toister Performance Solutions

AUGUST 7, 2018

Level one feedback is more commonly known as the survey you take at the end of a training program. Some trainers derisively call these surveys "smile sheets" because they are often used for nothing more than confirming everyone had a great time. The revision included a tighter script, new scenes, and re-shooting the entire thing.

Feedback 48

Feedback Scripts Surveys Education 48

Vonage

MARCH 26, 2018

In this situation, the last thing any customer wants to encounter is a robot-like agent taking their cues from a script. A well-integrated CRM can also help you implement automated tools such as post call IVR surveys that provide even more insightful feedback. Give customers choice Customers don’t think in terms of channels.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

JustCall

DECEMBER 1, 2022

In a survey of job seekers, 62 % of Gen Z respondents and 60% of Millennials said flexible working arrangements were a top priority. Encourage them to openly share their thoughts and constructively challenge each other, which will significantly help to motivate remote employees. Practice Flexibility. Optimize your strategies.

Call Center 52

Call Center Management Agent burnout Scripts 52

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. This quality can be seen by a willingness to out of one’s way to help others, and providing constructive criticism in a way that avoids deflated egos. Good Growth Takes Patience.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. This quality can be seen by a willingness to out of one’s way to help others, and providing constructive criticism in a way that avoids deflated egos. Good Growth Takes Patience.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

SharpenCX

JUNE 10, 2021

Get creative with your policies and ditch the archaic scripts and expectations of a call center. Use customer feedback (from your customer satisfaction surveys and the behavioral data you collect) to give your employees tactical ways they can improve. Give your agents constructive feedback.

Morale 67

Morale Call Center Contact Center Coaching 67

Callminer

MAY 11, 2020

Companies should also consider employee satisfaction surveys to get a feel for the company culture from your front-line workers’ point of view. When they’ve calmed down, agree with them but give constructive criticism. They act quickly to address the issue in a genuine way not with a script but with sincerity.

Management 273

Management Customer Experience Customer Service Coaching 273

aircall

MARCH 6, 2018

Equip any new hires with email “snippets,” call scripts, and links to useful self-help resources until they’re able to navigate independently. This quality can be seen by a willingness to out of one’s way to help others, and providing constructive criticism in a way that avoids deflated egos. Good Growth Takes Patience.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48

Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Implement IVR post-call surveys to glean better insights from callers.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Callminer

JULY 23, 2019

One state government agency shared how its traditional annual employee survey spurred enterprise-wide action to make things better. Another organization shared that the start of its turnaround began with its first employee survey – that delivered a negative eNPS score. Don’t forget the basics. Avoid micromanagement.

Best practices 140

Best practices Feedback Call Center Coaching 140

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Don’t send an annual survey to see if they’re satisfied with your products, contact center or delivery performance. Share responsibility and construct a common goal. Creating a customer-first culture that your entire organization embraces makes all the difference in how your brand is perceived by customers.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

NobelBiz

MARCH 14, 2022

The primary goal of an outbound campaign is to reach prospects and turn them into actual customers, fulfilling business objectives such as buying a product or service, conducting surveys, establishing appointments, brand promotion, debt collection, etc. Outbound call scripts are important but are they vital? What does that entail?

Contact Center 52

Contact Center Scripts Average Handle Time Cloud contact 52

GetFeedback

APRIL 25, 2019

After several weeks of analysis and market survey, I’ve come up with a list of the best modern marketing strategies every company needs to try today. First, construct your blog posts and articles and then add keywords where they’re needed. Don’t write a script. keyword density as the worst-case scenario.

Marketing 68

Marketing outsourcing Entertainment Construction 68

JustCall

MARCH 29, 2022

The only way you can make sure that you leave no one out of the post-call surveys is to automate the process. Automation can save a considerable chunk of time while collecting surveys. You need to consistently rework all your cold call scripts, sales copies, emails, and other content. Collecting feedback. Call analytics.

Sales 52

Sales Interactive Voice Response Contact center software CRM 52

Russel Lolacher

MAY 8, 2022

That’s, you know, that’s constructive and productive and positive. And we would have we have, you know, surveys and focus groups to try to get to the bottom of what is the root cause of this? And that could be someone’s intention. Everyone, everyone has intentions. So you can’t make that commitment.

Consulting 52

Consulting Consulting Personalization Contact Center 52

Balto

NOVEMBER 28, 2023

Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Customer Satisfaction (CSAT) Score: CSAT indicates how happy your customers are, and it can be measured by asking your customers to share their opinions on the service level with a simple post-call survey.

Quality management 52

Quality management Call Center Management Contact Center 52