Contact center software Customer Experience Scripts Surveys 
Fonolo
SEPTEMBER 28, 2022
Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. And how should you structure your survey? Keep reading—we’ll guide you through everything you need to know to write a successful after-call survey! What is an After-Call Survey For?
Fonolo
DECEMBER 15, 2022
Below we’ll discuss some areas you can address when developing your call center improvement strategy. The Executive Guide to Improving 6 Contact Center Metrics. Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center.
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Hodusoft
AUGUST 4, 2021
A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward. This would cause a 60% increase in customer service agents working from home. . McKinsey Survey Hybrid Workforce. This helps in making a connection with customer service agents directly, even when they are working from home. .
SharpenCX
JUNE 28, 2023
Net Promoter Score (NPS) — a measure of customer satisfaction based on ratings between 1 and 10. The best way to gather this data is through customer feedback surveys. These certainly aren’t the only call center metrics you can gather. Your call center reps will only be as good as the tools you equip them with.
SharpenCX
DECEMBER 23, 2019
Turns out, handling customer issues with knowledgeable and friendly service is how you build trust and earn customers for life. That’s why 71% of consumers said employees have a huge impact on their customer experience. When people are knowledgeable on a certain topic, you trust them and feel better about your experience.
SharpenCX
JULY 26, 2023
It’s said that retaining your customers also saves you money because it costs more to acquire a new customer than to re-engage an existing one. Employee Engagement Employee surveys are a good way to gather rep feedback and identify what’s working (or not). Or, give customer service agents a script to quell brand detractors.
VocalCom
DECEMBER 3, 2018
For example, a customer service agent may be promoted to a management position if he demonstrates great service. According to a Bridge survey, 67% of millennials would leave a position if the job lacked growth and leadership opportunities. So make sure your employees can climb the ladder to success—and watch your brand do the same.
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