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Empowering Agents to Engage Customers

6 Tried And Proven Methods To Creating Customer Connections Through Chat And SMS

[fa icon="calendar'] Feb 3, 2017 7:36:00 AM / by Jade Longelin posted in Coaching, customer experience,, quality management,

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As unlikely as it may seem, creating customer connections can also be done via SMS and chat. According to a study on virtual relationships, people foster connections faster through virtual communication like SMS because they are not distracted by superficial distractions.


For call center agents to form deeper relationships with customers, they need to dig deep and figure out what the customer really wants. In order to do so, agents must understand how customers think and feel. From there, they can start crafting messages to build an emotional bond to keep them loyal and turn them into advocates.

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Learning To Customize IVR Call Flows And Advanced Routing Options

[fa icon="calendar'] Jan 27, 2017 7:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Customers reach out to your contact center for myriad reasons: to purchase or return a product, to receive service or lodge a complaint on a previously purchased good or service, to change their account settings, to solve a technical issue, to ask a question, to make a payment, to ask a complex question to a service representative… the list could go on and on.

 

Being able to customize IVR (interactive voice response) call flows could mean the difference between a satisfied customer or an abandoned call. Contact centers must organize and structure their IVR call flow to meet the unique needs of every customer while ensuring a streamlined experience that taps into the resources of your center efficiently and effectively.


But where to begin?

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5 Tips You Need To Apply To Reduce Abandonment Rate In The Call Center

[fa icon="calendar'] Jan 25, 2017 9:09:00 AM / by Jade Longelin posted in customer experience,, quality management,, call center best practices

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First things first: What is abandonment rate in the call center and how is it measured and expressed?

 

The abandonment rate is a percentage of how many calls hang up before speaking to an agent versus the total number of incoming calls. It is expressed as a percentage and calculated by dividing the number of abandoned calls by the number of total calls. Configured properly, your CRM system should be equipped to track these numbers.

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Quality Tips For Call Center Agents To Please Your Boss And Your Customers

[fa icon="calendar'] Jan 6, 2017 7:14:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Maybe you’re a seasoned veteran in the call center, but you’re looking to impress a new manager or wow your customers before an upcoming survey blast. Maybe you’re unwrapping your first headset and you want to start off on the right foot with your boss and your customers.

 

Whatever your motivation, here are some quality tips for call center agents that will make your boss glad he hired you and your customers glad they called.

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Quality Assurance Guidelines For Call Center Managers

[fa icon="calendar'] Jan 4, 2017 9:20:06 AM / by Jade Longelin posted in quality management,

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Let’s take a moment to reflect on the term ‘quality assurance.’


Quality: a degree of excellence as measured against other similar things

Assurance: Confidence or certainty

 

So what does quality assurance mean in a call center? It means being confident or certain that your call center is achieving excellence. As a call center manager, quality assurance is the axis around which all your call center operations should revolve. If happy customers and a productive workplace are your priorities, then top-notch quality assurance is a must. Here are some quality assurance guidelines for call center managers to ensure measurable excellence.

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Your Ultimate Guide To Creating A Seamless Customer Experience

[fa icon="calendar'] Dec 30, 2016 7:48:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Your customers are your most precious resource. Handling their needs with care is paramount for sustainable growth of a company brand. From marketing and sales to service and aftercare, knowing how to create a seamless customer experience means your customers won’t slip between the cracks.

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11 Ideas Of How To Improve Quality Score In A Call Center

[fa icon="calendar'] Dec 27, 2016 8:03:00 AM / by Jade Longelin posted in quality management,, call center best practices

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Whether your call center is at the top of its game or struggling to reach important KPI’s, reevaluating the way you do things in order to improve is essential to building and maintaining an optimal workforce.

 

Here are some tips on how to improve quality score in a call center.

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What Does It Mean To Map The Customer Journey? And How To Do It

[fa icon="calendar'] Dec 23, 2016 6:04:00 AM / by Jade Longelin posted in customer experience,, quality management,

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Mapping the customer journey means creating a start-to-finish snapshot of customers’ interactions with a company. Compared to cold statistics, a map of the customer journey is more narrative, more nuanced, and reveals more about the customers’ feelings as they interact in different ways with a company.

 

Customer journey maps are often expressed infographically, which can reveal the how, why, when, and where of customers’ contact with a company. There are many benefits to mapping the customer journey, and call centers are uniquely positioned to reap these benefits.

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8 Steps To Creating An Effective Call Center Scorecard

[fa icon="calendar'] Dec 22, 2016 7:04:00 AM / by Jade Longelin posted in quality management,, call center best practices

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Agents at your call center are working hard, and they seem to be doing a great job managing a mountain of calls and providing good customer service. But do you have all the information you need to dig down and really determine agents’ effectiveness on the phones?

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What You Need To Do To Let Call Center Agents Excel

[fa icon="calendar'] Dec 20, 2016 9:17:00 AM / by Jade Longelin posted in training, employee engagement, quality management,, call center best practices

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Being a call center agent is not an easy job. Responding to customer requests and complaints requires skills and expertise to solve a problem in a quick and effective manner.

But how do we empower call center agents to create an amazing customer experience?

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