Fonolo

DECEMBER 15, 2022

That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Inside Customer Service

APRIL 22, 2021

The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. Knowledge bases work well in contact centers or other places where employees work from a computer.

Mystery Shopper 182

Mystery Shopper Customer Service Government Retail 182

Customers That Stick

DECEMBER 15, 2014

Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. The Longest Lasting Emotions in Customer Experience – Research shows when you make your customers sad, they remember for a long time. See what other customer emotions linger.

Mystery Shopper 126

Mystery Shopper Contact Center Social Media Retail 126

SugarCRM

AUGUST 19, 2020

Instead of folding under the current crisis, they’ve turned their contact center (what they call their “Customer Loyalty Team”) into an “Ask Me Anything” brigade. You go above and beyond to help a company, including going in hands-on as an undercover mystery shopper. . Solomo n: Yes!

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Another way to address and prevent customer service metric gaps is through mystery shopping.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Another way to address and prevent customer service metric gaps is through mystery shopping.

Mystery Shopping 40

Mystery Shopping Mystery Shopper Net Promoter Score Customer Service 40

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. Verified & Observed Feedback. Verified Feedback.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72