Fonolo

SEPTEMBER 20, 2022

Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no time. . Essential Call Center Soft Skills. Make a soft skills scorecard that reflects the needs of your contact center.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Fonolo

SEPTEMBER 8, 2022

After all, what is a contact center without happy customers? But nailing down the right quality monitoring process for your business will make all the difference to your contact center. What is Call Center Quality Monitoring? Depending on the size of your contact center, you might need to step up your tech game.

Contact Center 87

Contact Center Scorecard Social Media Technology 87

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

Contact Center 83

Contact Center Scorecard Customer Satisfaction Gaming 83

Customer Service Life

JUNE 3, 2019

Neither metric is mutually exclusive, requiring the right balance between the two to achieve the positive results you’re looking for in your contact center. For email, text, and social media it’s often a guessing game as to how long they take agents to complete. There’s something critical to note about these two metrics.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

ClearAction

MARCH 22, 2024

5 Comparisons of the 2 Models (Coaching, Scorecard, Defining the Field of Play, Specifying Roles & Rules, Aligning Systems & Data) A) Better Coaching Problems discussed in the 2024 CX conference: — “No single ‘throat to choke’ accountable for the many points of failure, friction, leakage.”

Sports 62

Sports CX Scorecard Touchpoint 62

Customer Service Life

SEPTEMBER 7, 2018

Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. CSAT can be gamed.

Customer Satisfaction 97

Customer Satisfaction Contact Center Scorecard Customer Feedback 97

Zendesk

DECEMBER 30, 2020

Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. Get up and running quickly and provide in-game support or enable in-game self-service with a branded support experience. ActiveCampaign. Call routing, monitoring, and evaluation in one tool.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65