Guest Post by Joanna Jones of MHI Global. Contact center agents often take the brunt of angry customer interactions. As self-serve options become increasingly common, the reasons behind a customer communicating through phone or chat are changing. What this means for the contact center is...
As we've discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position. Here are four key characteristics...
To get your Net Promoter Score, start by asking your customers “How likely is it that you would recommend our company/product/service to a friend or colleague?”
Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles—and they’re less likely to depart for greener-looking pastures.
Here are a few ideas for livening things up in your contact center:
ICMI research shows 86 percent of consumers want the freedom to choose their favorite channel to connect with businesses -- and their satisfaction levels rise when they're given that choice.
Put processes into place and take advantage of technology tools to transform your best agents into multichannel powerhouses.
Here are some tips to get you there:
