Fonolo

OCTOBER 10, 2018

The bot didn’t just delight and entertain customers who were frustrated with their lack of sleep; it also provided the company with important information about their target customers (specifically, it collected a high volume of their mobile phone numbers). The moral of the story? How to Set a Winning Service Level.

Customer Service 104

Customer Service Call Center Entertainment Morale 104

SharpenCX

APRIL 29, 2020

Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work.

Coaching 76

Coaching Management Contact Center Morale 76

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. Check out the four actionable steps for empowering agents to dramatically improve the customer experience. Employee engagement is directly tied to revenue growth.

Call Center 76

Call Center Morale Metrics Abandon rate 76