Myra Golden

DECEMBER 17, 2015

You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. Let’s take a look at the reasons agents fail at the customer experience, and explore what you can do about it. . Here’s how the Agent opened the call.

Call Center 40

Call Center Customer Experience Contact Center Download 40

Solvvy

AUGUST 31, 2022

Using the tips in this blog can help you tailor your strategy, the KPIs you’ll use in addition to the CSAT score, and the best way to measure CSAT for your business, your industry, and your customer base. The average response rate is between 15% and 30%, which is usually statistically high enough for relevant conclusions.

NPS 62

NPS Net Promoter Score Customer Satisfaction Feedback 62

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Before you look for expected live chat agents, knowing how much agents do you need is of great importance.

Customer Service 42

Customer Service Average Handle Time Download Communication 42

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Comm100

FEBRUARY 10, 2022

Customer data comes through various channels—email, website, social media, and sales calls. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter?

Blog 52

Blog Customer Service Loyalty Programs Social Media 52

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. The focus on enhancing customer experience has gained traction in recent years.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Stella Connect

JUNE 5, 2017

To help you gear up for the conference—and get the most out of it while you’re there—we’ve compiled a list of 15 sessions, sponsors, and industry experts with a lot of value to offer. Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). 5 Must-See Sessions. Cippy Seidler.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Comm100

NOVEMBER 15, 2017

You will have to try calling, chatting, emailing, or even reaching out to social media again in the hopes of connecting with someone who knows what they are talking about. For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. What Is First Contact Resolution?

White Paper 43

White Paper Reference Social Media Download 43