Archive for customer experience

Agent Performance: In Their Control

When evaluating agent performance, it is ineffective to focus on metrics that are outside of their control Service level tanked last month There are a number of reasons that could have happened---spike in volume, vacant seats, too much outage approved by the supervisor--none of which the agent had[...]

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Evaluating & Improving Customer Experience – 2014 and Beyond

Customer experience is the subjective perception, or opinion, that someone has based on any direct or indirect contact with a company This can include the service they receive over the phone, if shipments arrive in time, the packaging that the item comes in, features, the advertising to support the[...]

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Customer Service Resolutions for 2014

This is a great article on customer service tips and approaches for 2014 Numbers 1, 10, 23 and 24 are my favorites, and are all achievable by simply monitoring current customer conversations, extracting insights, and making adjustments/improvements to your company’s approach to listening to,[...]

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Why Customer Service Phone Calls Can Yield the Best Business Insights

When people actually pick up the phone and call you, (in today’s web and social media friendly world), there’s usually a strong reason Unless your business’ main target market is an older and more mature one, a phone call is a big deal Either it means that your customer[...]

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Building Better BI Using Call Monitoring for Customer Service Analysis

One of the many benefits of call monitoring is the ability for ¬†customer service analysis Finding out how your customers are treated, how they react to special services, and how well your staff handles customer complaints are all detrimental to your business’s success Building usable[...]

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Improve The Customer Experience With Call Tracking

Customers value service When they are treated well by a company, they are likely to come back to that company to do business with them again in the future That is why the customer experience should be valued above just about anything else One way to help improve the experience that customers have[...]

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Call Monitoring Is A Great Way To Maintain Employee Accountability

Employees sometimes have to be monitored in order to ensure that they are following standard operating procedures, and providing quality customer service to ensure a great customer experience Although all business owners like to think that they hire only the best employees, it is never something[...]

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