Fonolo
SEPTEMBER 20, 2022
When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.
Fonolo
SEPTEMBER 8, 2022
Some important metrics to keep in mind include: CSat Scores : If your CSat scores are on the lower side, it may be an indication of poor customer service. First Call Resolution : Knowing how efficiently customers’ queries are being resolved can help determine whether the quality is lagging. Fast handling and resolution time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SurveySensum
JANUARY 9, 2024
I believe that today’s consumers are more attentive to the quality of the service they receive rather than the product itself. More than 90% of customers are likely to make repeat purchases from companies that provide excellent customer service. CSAT score.
Help Scout
JUNE 3, 2021
Though there are bound to be bumps in the road, a strong initial game plan can help mitigate any number of issues. You may also consider a “divide and conquer” approach, where each person on your search committee does independent research on a tool using some sort of scorecard to grade each option.
Intercom
SEPTEMBER 5, 2023
From swiftly handling common queries to assisting human agents in tackling complex issues, generative AI chatbots have swooped in and changed the game of customer support in just a matter of months. In our latest webinar, we’ve covered how you can scale an AI-first support strategy while maintaining quality and consistency.
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. How many contact center leaders heard about the 10-hour long Zappos customer service call and immediately released their agents to spend as much time as they needed to take care of customers? Authentic or bust!
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.
Expert insights. Personalized for you.
141 
Let's personalize your content