Employee productivity is key for any organization’s profitability and long-term outlook. So what does agent productivity mean for contact center managers? It starts with keeping overhead and operational costs down, while also providing excellent customer service. To reach maximum operational efficiency in a contact center, customer service agents must combine effective time management skills and…
Quality assurance is vital for any call center aiming to be the best. Your agents have various responsibilities depending on the type of calls your office processes. These may include handling customer queries, closing sales, resolving problems, returning calls, receiving complaints, and more. Regardless of the call’s nature, customers should always be left feeling satisfied….
When you’re a contact center leader, you have plenty of daily decisions to make related to agent performance—choices that directly impact your organization’s bottom line. Not having a handle on contact center agent performance metrics, overall operational performance, and customer sentiment is not an option for you. In fact, without the means to clearly measure…
If your company is growing quickly, it’s crucial to build a sturdy foundation as you scale your customer service support team and strive to deliver exceptional customer service. This strong foundation will allow your team to be on the same page and provide uniform customer service to accomplish your contact center goals. But to achieve…
As a contact center manager, one of the most important parts of your job is providing feedback. Regular quality feedback helps agents improve their performance, stay on track to meet their goals, and ensure that business outcomes are met. However, a lot of feedback advice or training programs centers around constructive or negative feedback. It’s…
Contact centers are the front line of customer service! So it’s crucial to have your finger on the pulse of common contact center problems to solve them effectively.
Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution (FCR) is a crucial key performance indicator (KPI) for establishing customer satisfaction and operational performance. Alongside Net Promoter Score, First Contact Resolution metrics reveal how effectively your customer service agents are resolving clients’ issues the…
In successful organizations, there is a candor imperative. We expect uncompromising honesty from our team members, and, in theory, we know transparent behavior is a critical dynamic in all healthy cultures. But, as a leader, our attitude toward a culture of candor may be skewed, calling into question the balance of candor in our organizations…
Customers today have higher expectations than ever. And customers with complaints reach twice as many people as customers who are satisfied. Especially with social media, it only takes a few minutes for unhappy customers to air their grievances and share negative feedback with thousands of people. In a Forbes survey, more than 1,000 consumers were…
Customer service is about supporting customers, right? Yes, but it can be so much more than that. Customer service can completely change the way people view your company. Your brand, your product, your mission, they all shape a customer’s views before and during their positive interactions. But the second they hit a snag, the reputation…
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Wednesday, April 17, 2024 at 11:00 AM EDT