CSAT, VOC, CRM, now SCRM. Who's listening to the customer? These days, who isn't listening? At Impact, our guiding beacon in driving our customers' experience is the HEART Model™. Many of our customers have also adopted this model because it provides them with five easy-to-remember principles that balance the best interests of the customer with […]
When businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it's equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits. For example, customers […]
In a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on call center operations is through coaching to help develop the employees representing your company. Coaching is important in many businesses: it's an employee's relationship with her/his immediate supervisor that plays the […]
With so much emphasis placed on call metrics ("the numbers") these days, it's important to assess and optimize the environment in which representatives are supposed to achieve those numbers. Improving the work environment can have a substantial impact on call center operations and the behavior that impacts metrics. To understand the environment you're trying to […]
One of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, this easy access often results in a short-sighted assessment of what the numbers really mean. Five Key Metrics to Assess Contact Center Agents Following is an […]
Here’s the good news: The fact that you are reading this likely means that you’re still employed. While others in this current economy may find themselves unemployed, your company’s management continues to believe in you and your ability to help it achieve its goals. Now, what might seem like the bad news: You are expected to […]
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. […]
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