Customer emotions, Scripts and Workshop - Customer Contact Central

Top 5 Customer Service & CX Articles for Week of October 23, 2023

ShepHyken

OCTOBER 23, 2023

There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.

Customer Service

Customer Service Construction Contact Center Scripts

AI-Driven Excellence in Call Center Quality Management

Balto

NOVEMBER 28, 2023

A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Understanding the customer’s pain points: Was the agent able to comprehend the customer’s issues?

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Quality management Call Center Management Contact Center

Customer Contact Central

Top 5 Customer Service & CX Articles for Week of October 23, 2023

AI-Driven Excellence in Call Center Quality Management

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