CSM Magazine

MAY 31, 2023

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience.

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Playvox

APRIL 21, 2023

Quality Management Analysts Quality assurance used to mean hours of listening to customer service reps’ call recordings and checking off boxes if they met all the requirements of a call. It wasn’t very revealing of agents’ real performance — or of any customer service problems that might be brewing.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

CSM Magazine

OCTOBER 30, 2019

For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers. This information would later be analyzed by managers to assess how staff were performing and what could be improved.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

Magellan Solutions

DECEMBER 10, 2019

But no matter how tough it is, you still you need to deal with them and address all of their concerns as customer experience is one of the major factors that may affect the growth of a business. It is for this reason that companies invest in customer service. . Increase your coverage with round-the-clock services.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

Talkdesk

OCTOBER 29, 2020

One of the factors influencing low recommendation rates was how ungroomed field technicians looked when they visited customers to install hardware. The telco company was surprised that the attire of a field worker could outweigh a great product with a high customer satisfaction (CSAT) rate.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

ProProfs Chat

APRIL 19, 2019

Find the right communication channel – 66% of consumers have used at least 3 different communication channels to contact customer service. Choose your words smartly – 44% of consumers say they have received the wrong answer from a customer service representative in the past.

Sales 85

Sales Customer Service Multi-Channel Marketing 85