Inside Customer Service
APRIL 22, 2021
Step one: Clarify the goal Start by making it clear why you want to create a new procedure. 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. There is a simple solution.
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.
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SugarCRM
AUGUST 19, 2020
Back in the 1960s or Mad Men era, you could use brilliant marketing to obscure any weakness—all the way up to convincing customers that Lucky Strikes were good for your throat. 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.
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? 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.
Comm100
AUGUST 21, 2018
Let’s start with a simple question: Can human live chat agents and chatbots be held to the same standard when it comes to key performance indicators (KPIs)? 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.
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