Quality customer service plays a major part in keeping your audience satisfied and loyal to your brand, but phone support alone doesn't cut it anymore. According to recent study by ICMI, 74% of consumers use three or more channels while resolving their issues.
Customer service has evolved a lot in a short time. One of the biggest groups of consumers today wouldn’t even think of dialing an 800 number to solve a problem.
So you've hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good.
But business (and agents) can always get better—and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you—from your agents to those folks in the boardroom.
Here are 7 tips to consider when looking to improve your agent coaching strategy:
A customer-centric company is more than a company that provides a good service. From the first interaction with your brand to the post-purchasing stage, customer-centricity means providing a great experience throughout. It is recognizing the behavior of customers, their needs and ensuring the entirety of your business is focused on meeting them.
