It is said that you can’t manage what you cannot measure. Monitoring and tracking performance metrics is much easier with the right tools. Contact centers and customer service departments that still depend on cluttered spreadsheets for managing performance reports are only making their work harder. Modern solutions allow for much easier, more streamlined performance management….
Every business has to develop effective customer service strategies to maximize performance, drive improvements, and achieve ongoing success — and success starts with measuring performance KPIs. As a manager, you should have a clear understanding of your business’s goals, values, and priorities, but building an effective strategy that takes your company’s customer service in exciting…
Establishing strong customer relationships should be a top priority for your company.
As a customer service manager, you’re responsible for driving your agents to deliver the best CX in every single interaction.
We’ve all heard of ROI, but what does it actually mean?
What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time. You can see where mistakes are made,…
Reporting is a key part of a transformative quality assurance program. Effective QA reports empower you with different types of data in a fast, user-friendly format. You can view changes in performance, progression of your employees, and overall impact of quality assurance on your team without having to scour pages of complex information yourself. Reviewing…
We all know what’s it’s like to be put on hold for several minutes, wondering how much longer we’ll have to wait before someone finally answers the phone. The best contact centers work hard to accommodate large volumes of calls and minimize the amount of time you spend in a queue, but sometimes even a…
Research shows Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.
WEBINAR
How Is AI Shaping the Customer Services Industry?
Tuesday, May 21, 2024 at 1:00 PM EDT