Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…
A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…
Efficient budgetary decision making is a major aspect of running any successful business. You have a limited amount of money to channel into improving your company, whether through hiring new staff, upgrading your equipment or investing in the latest software.
Measuring your business’s performance is the best, most effective way to determine how well your team’s working and what you can do to deliver a customer experience you’re truly proud of.
Every business has to develop effective customer-service strategies to maximize performance, drive improvements and achieve ongoing success.
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?
A survey by Walker revealed customer experience will overtake products and pricing as the primary brand differentiator as of next year.