TechSee
OCTOBER 10, 2019
Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. Power’s Highest in Customer Service among Full-Service Wireless Providers prize twice in a row.
Talkdesk
JULY 31, 2017
When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Number two is listening to your customer.
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Talkdesk
JULY 31, 2017
When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. Number two is listening to your customer.
Pointillist
SEPTEMBER 28, 2021
Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.
Michel Falcon Experience
FEBRUARY 11, 2019
But, um, I, truth be told, I actually had one of the largest average handle times in the call center and I swear I, I pinpoint it to that I wasn’t going to be a call center guy forever. But then Verizon wireless called and said, will you help us build training materials for western western region for a retail, uh, stores?
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