Fonolo
DECEMBER 15, 2022
Improve the Customer Journey. When it comes to customer experience, you first need to understand the customer journey with your call center. Fortunately, there’s a ton of great contact center software out there to help achieve a near-frictionless customer experience. Easier said than done, right?
CX Journey
APRIL 7, 2016
Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If If the customer says X, respond with Y.”) They may then monitor phone calls or use “mystery shoppers” to ensure adherence to the new rules. Instead, focus on leading “revolution indicators” (i.e.,
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Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them?
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. Customer Service KPIs for Agents and Bots. Another way to address and prevent customer service metric gaps is through mystery shopping.
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. Customer Service KPIs for Agents and Bots. Another way to address and prevent customer service metric gaps is through mystery shopping.
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