Managers typically monitor their agents’ performance in responding to telephone calls, e-mail, etc. for purposes of quality control and training. Research shows that best-practice contact centers monitor 5 to 10 calls per agent per month.
Most call centers these days are tailoring their opening by balancing the requirements of their strategy and what their customers prefer. The best-in-class standard is not so much “agent first and last name” or “first name only” but rather what fits into the company strategy and customer segment.
Have you off-shored any of your customer contact operation? If so, how do you ensure there are no
Customers love to buy. We love when someone helps us solve a problem, meet a need, satisfy a desire, or do something nice for ourselves. If it’s true,
According to a recent Customer Experience Impact Report by Harris Interactive on bad call experiences 80% of customers will go to competitors after a bad call–up from 68% in 2006. But an interesting breakdown in the report was the bad call experiences by geographic regions and the behavior associated with geography.
A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.
An approach called
Does your contact center have what it takes to be the employer of choice in your area?
Kathryn Jackson, founder of Ocean City, NJ-based Response Design Corp. lists just some of the must-haves to attract the best contact center candidates
Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,
Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.