Fonolo
SEPTEMBER 20, 2022
Make a soft skills scorecard that reflects the needs of your contact center. A great activity you can use to help train agents on communication, active listening, and patience is the “Copy Me” game. Role play games are always popular for soft skill development as well. . Have agents pair off.
SurveySensum
JANUARY 9, 2024
More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. Furthermore, 86% of customers are willing to pay more to receive a better customer experience. Now, to understand and improve customer satisfaction, what metric do businesses measure?
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Fonolo
SEPTEMBER 8, 2022
The main goal is to ensure your customers are receiving consistent, top-notch service and customer satisfaction (CSat) scores are high. After all, what is a contact center without happy customers? Depending on the size of your contact center, you might need to step up your tech game. Why does it matter?
Customer Service Life
JUNE 3, 2019
For email, text, and social media it’s often a guessing game as to how long they take agents to complete. This increases the likelihood that customers receive replies that only partially address the issue, resulting in a dive in customer satisfaction and increased follow up emails from customers.
Execs In The Know
JANUARY 8, 2023
Exceptional customer service is an investment, and brands that care truly respect it. When your BPO can deliver an exceptional customer experience, it’s a dollar well invested. The goal isn’t to just hit a number on a scorecard. The goal is to have a better overall customer experience.
Customer Service Life
SEPTEMBER 7, 2018
Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded. CSAT can be gamed.
Customer Service Life
FEBRUARY 28, 2023
We built a dashboard or scorecard that allowed us to show each team member their emails sent per hour metric in comparison with both a team average and an overall team goal. Also on this scorecard, we share a few other metrics that are at least partially impacted by productivity.
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