CX Global Media
MAY 24, 2018
It was thrilling to get to meet her and see the wisdom she has obtained in her young contact center career. The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet. Stay strong – move on.
Fonolo
OCTOBER 30, 2018
Customer service and call center agents are certainly feeling the effects of this power: They are working harder than ever to successfully meet customer demands to earn rave reviews rather than damaging social media rants from customers. Meeting the Industry Standard of Service Level. What’s Inside: SLAs in Nutshell.
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Fonolo
NOVEMBER 7, 2018
Gamification is endlessly useful for engaging and training new employees, as well as for boosting agent morale and staff engagement. Meeting the Industry Standard of Service Level. Call Center 101: The Golden Rules of SLAs. Learn how to become an expert in Service Level Agreements (SLAs). What’s Inside: SLAs in Nutshell.
Fonolo
OCTOBER 3, 2018
Unfortunately, some contact centers still insist on a no-hangup rule (agents are penalized for ending a call) in order to improve or sustain metrics; and they do not offer moral or psychological support to front-line agents who live through some horrific experiences on the job. Meeting the Industry Standard of Service Level.
Fonolo
JUNE 9, 2020
Gathering feedback from customers has become an industry standard for contact centers. This is great for team morale and lets them know what they’re doing well so they can continue the trend. TIP: When implementing new processes or standards, ensure that expectations are clear among your agents. Customer Satisfaction.
Fonolo
OCTOBER 10, 2018
The moral of the story? Meeting the Industry Standard of Service Level. As brands like the Ritz-Carlton, Glossier and CASPER have demonstrated, this is an incredibly powerful way to grow. Strong customer service creates a win-win situation for both the consumer and the company. Call Center 101: The Golden Rules of SLAs.
Totango
OCTOBER 22, 2020
Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, cause them to find a new provider. . On the other hand, mismanaging the situation can lead to a loss of team morale, in addition to possibly losing the client’s business. .
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