In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.
Have you ever called a customer support line, waited forever to talk to an agent and no one ever answers? Or you finally get through to someone who seems entirely lost when it comes to your question and has to put you on never ending hold to find the answer?
Your agents are a reflection of your brand. It’s important to give them the training, tools, technology, and positive environment they need to do their job effectively. Keep your agents happy or you’ll risk losing them, sometimes even in less than 10 days.
Contact center agents need to be shown some love, and Valentine's Day seems like a perfect day to start giving them the right tools they need to deliver great customer experiences.
While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover. If your call center is staffed similarly to others around the country, then nearly 70% are...
