Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. The activities in this eBook can be great training materials to improve customer service or morale in your team. Identifying Goals. Improving the Project.

Customer Experience 90

Customer Experience Metrics Morale Feedback 90

Enghouse Interactive

OCTOBER 19, 2020

Analyzing all feedback via AI. Customer Feedback takes many forms and most are relatively static and easily processed – surveys, feedback forms, polling questions, correlated to the customer’s continuity of purchases. Aggregating. But, relying on that only provides one dimension (layer) of an answer.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

JULY 7, 2021

To ensure this doesn’t happen, it all comes down to training, oversight, assessment, and feedback. Today’s reality is that a bad agent experience can have a lasting negative impact on a customer’s perception of your organization in ways that may not be recoverable. There is a HUGE Gap in How Agents are Evaluated.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Playvox

MARCH 27, 2023

Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. Real-time feedback and coaching can separate successful brands from mediocre ones by helping agents identify and correct issues as they arise.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Playvox

OCTOBER 12, 2022

Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. Regular one-on-one meetings with remote agents can help assess motivation levels and allow managers to quickly course-correct as needed. Listen to feedback about what’s working and isn’t succeeding across the team.

Best practices 76

Best practices Contact Center Management contact center solutions 76

SharpenCX

OCTOBER 22, 2019

To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. Use these example dashboards as a starting point to customize and build your own. It’ll improve agent morale and engagement, and skyrocket your business outcomes. Customer Satisfaction Dashboard.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. But in order to get customer loyalty in the first place, you need to closely manage customer experience quality. Here is a framework you can use to manage the quality of your customer experience. Download Now.

Customer Experience 42

Customer Experience Quality management Morale Customer centricity 42

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. She is often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork. Proactive or Reactive CX?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SharpenCX

JUNE 9, 2021

One way to fight a gloomy morale in your contact center is to create connections within your remote team. It’s easy as the manager to get stuck on the details. You’re tracking quality management and KPIs , providing in-line feedback , and managing your employees’ professional development. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67