blog tag agent-performance 
CSAT.AI
MAY 3, 2023
Today we’re following up on our improper ticket closing blog. 2) Hot Potato It’s poor handling passing a customer issue from one agent to another without context or communication (there’s that word again) with the customer. Agent: The drop down menu has the available color selections. That’s understandable. Customer: I know.
Comm100
JANUARY 21, 2021
From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). While an agent on the phone can only handle one customer query at a time, a live chat agent can handle two or three conversations simultaneously (while still providing attentive support).
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Customer Service Life
AUGUST 10, 2017
This article was originally published on the FCR blog on July 25, 2017. These forms might feature a variety of scoring methods and include elements to evaluate the agent’s greeting, closing, communication skills, and the accuracy of the answer provided to the customer. What tools and systems will agents be using? Empathetic.
Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. What about average handle time, service level, or agent attrition? Too short and there’s a good chance agents are rushing through interactions without giving customers a complete solution, requiring that they turn right around and call support again.
CommBox
JANUARY 4, 2022
Research by Imperative found that 54% of purpose-oriented employees are more likely to remain with the company for five years, with 30% being more likely to become high-performing workers rather than clocking in with their eyes solely on the paycheck. Use analytics to improve your business performance. . With CommBox, you can: .
Comm100
NOVEMBER 5, 2020
An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Use this blog post to learn how to create an internal knowledge base in just four easy steps. Choose your knowledge base type. Gather your content.
Customer Service Life
MAY 15, 2017
This article was originally published on the FCR blog on May 3, 2017. All responses are tied back to customer satisfaction, giving valuable insight into the performance of your messaging to customers. In order to be effective, it’s essential to schedule your agents properly and ensure that they are productive during that time.
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