Tethr
JANUARY 30, 2020
The manager then uses the criteria in the list to grade the representative in question’s customer experience score. Three different QA managers might have three different reactions to the same customer interaction. Here are some points they are ticking off their boxes. Biases make any data less actionable.
SharpenCX
DECEMBER 30, 2019
When your agents handle customer interactions, be sure they don’t lose the human touch. Showing understanding and empathy makes customers happier than sticking to a tightly-knitted call script. Customer service, by definition, is about serving people; it should be genuine, personalized, and compassionate—or, simply put, human.”
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NobelBiz
AUGUST 28, 2023
High turnover not only affects the contact center performance but also dampens team morale. Recognize their efforts, provide growth opportunities, and watch engagement levels rise, creating a workforce that’s in it for the long haul. But here’s a more comprehensive list: Consistent customer experiences across all channels.
NobelBiz
JUNE 19, 2023
They can step in to offer guidance, suggest alternative approaches, or address any customer concerns, ensuring agents receive real-time support to handle complex situations effectively. Adherence to Processes Real-time monitoring helps supervisors ensure agents adhere to processes, scripts, and compliance guidelines.
SharpenCX
OCTOBER 8, 2019
Monitor metrics related to your customers’ happiness, like CSAT , Customer Effort Score, and FCR to get insight into how your company’s doing on the service front. Then, dive into your call transcriptions and recordings to see what customers say (and how they feel) in-the-moment, too. Or, do you need to do better?
SharpenCX
OCTOBER 8, 2019
Monitor metrics related to your customers’ happiness, like CSAT , Customer Effort Score, and FCR to get insight into how your company’s doing on the service front. Then, dive into your call transcriptions and recordings to see what customers say (and how they feel) in-the-moment, too. Or, do you need to do better?
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.
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