Looking to reduce customer service costs without compromising the quality of your support? Look no further. This is the article for you.| Surveypal
Customer service agent satisfaction is affected by many drivers that are common to work in any sector. Check out the most common ones!| Surveypal
Improving First Contact Resolution (FCR), helps you assess customer service performance and efficiency. Read this guide to master your FCR!| Surveypal
These are the essential metrics and KPIs to measure customer service performance and always deliver exceptional support.| Surveypal
Call center agent engagement is a failsafe way to improve support performance, reduce turnover, and boost the customer experience.| Surveypal
Measure your customer satisfaction to identify unhappy customers, boost the customer experience, and increase loyalty.| Surveypal
CRM improves the customer’s experience by enabling you to better manage direct interactions, from sales to customer service and marketing.| Surveypal
Customer service coaching upskills your support agents so they can serve customers better. Learn how to implement an effective CS coaching program.| Surveypal
Why are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors’ surveys and interviews with contact center personnel worldwide suggest that companies don’t hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive “Empathizers” constitute the largest group, and managers p...| Harvard Business Review