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Contact centres today are complex environments with many different elements constantly requiring prioritizing and balancing. One thing that never slips below the radar however is customer satisfaction. Customer satisfaction is a direct result of the level of customer service; the purpose of call centres. Any elements therefore that are closely related to customer satisfaction are quite close to the core of the contact centre and should be high on the priority list.
Agent Engagement affects these 6 Customer Satisfaction factors;
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What has Scorebuddy got to do with agent engagement? The new Scorebuddy module Agent Insight improves agent engagement when it gives agents instant access to feedback. Contact us today for more information about the module or sign up for a free trial.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..