Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create…
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…
It’s no secret that delivering outstanding customer experience (CX) and employee experience (CX) are intrinsically linked. Yet contact centers continue to struggle with staffing shortages and high agent turnover rates. According to a recent Deloitte Digital survey, 63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive…
You’ve provided a comprehensive CRM platform for your customer service agents to engage on. But how are you monitoring their performance and making sure that all your customer service interactions are successful?
Are you tired of using spreadsheets to do quality assurance for Salesforce? QA platform, such as Playvox, that integrates with your CRM, makes it quick and easy to create QA dashboards. It allows you to do all your QA from one central location. Oversee your entire team’s stats from one user-friendly board.
Are you looking for quality assurance for Zendesk? We all know the importance of good, consistent customer service. In a study by Microsoft, 90% of respondents indicated that customer service is important to their brand choice and loyalty.
Let’s face it: waiting on hold for customer service doesn’t lead to a good experience. We’ve all been down that road too many times—waiting on our phones, multitasking in the background. The cheesy on-hold music. The automated messages on repeat breaking into the cheesy music. Obsessively checking your phone display to see just how long…
Delivering outstanding customer care and experiences is a number-one priority for many C-suite executives and business leaders. But finding and retaining outstanding agents, creating operational efficiencies, and implementing omnichannel technology solutions requires a high-wire balancing act for contact center leaders. Before you throw your arms up in despair (and don’t look down!), we’ve curated six…
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT