Fonolo
SEPTEMBER 20, 2022
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. Adaptability, to keep up with changing technology and customers’ needs. Make a soft skills scorecard that reflects the needs of your contact center.
Fonolo
SEPTEMBER 8, 2022
DID YOU KNOW: Fonolo’s Voice Call-Back technology has saved customers about 77 years of hold time annually. Employ the right technology to collect and analyze data. Depending on the size of your contact center, you might need to step up your tech game. Develop a quality monitoring scorecard for your team.
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SurveySensum
JANUARY 9, 2024
It Encourages Gaming the Score Under pressure to maintain or improve scores, agents may manipulate customer feedback , pushing customers to provide higher ratings even if their experiences don’t warrant it. She suggests focusing on metrics like “attendance and schedule adherence” that are within the agent’s control.
Execs In The Know
JANUARY 8, 2023
Which technologies and tools will help your teams get more efficient and provide that ease of use for the customer without spending more? The goal isn’t to just hit a number on a scorecard. What’s the technology you’re looking to implement? What does the customer journey look like for you?
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. And while some support roles are going to change, we’ve seen how this new technology is also creating the need for new jobs and roles to appear.
Lumoa
FEBRUARY 6, 2018
More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience.
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. Here are some suggestions for doing so in your contact center: Look at quality and productivity side by side in a performance dashboard or scorecard. Improve your tools and technology.
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