According to Peppers and Rogers Group, only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “...customer service agents fail to answer customer questions 50% of the time.”
Did you know the first known use of the term "real time" was back in 1953? It's true. Merriam-Webster.com says so. Since that time, the phrase has been embraced by many technology related industries, including the customer service space. Today, we hear the words "real time" quite often - real time analytics, real time monitoring, real time metrics, real time data, etc.
Topics: CX Culture
According to Glassdoor, appreciation is the single most critical element for motivating customer service teams. According to its recent study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing one’s job (37%).