We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.
Tag Archives: contact-center-pipeline
According to a recent study by Contact Center Pipeline, nearly 25% of call centers report their top challenge as being high attrition.
We know this has always been a problem for call centres. Typically, we would suggest that you examine your environment: introduce gamification, improve training or allow for more empowerment. Today, we’re taking a different approach. Maybe the continuous challenge of agent churn has nothing to do with your ongoing operations, and everything to do with your hiring process.
Let’s see if your customer service representatives fit in line with these 4 indicators before we decide for sure. Continue reading →