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BlueOcean
OCTOBER 22, 2020
The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Let’s talk preparation – the critical first step. Getting training online was a success in itself.
ClientSuccess
JANUARY 19, 2022
For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. CSMs can eliminate any risk of manual error during this critical stage by building a playbook with the key questions that need to be answered and the information that needs to be gathered.
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Playvox
JUNE 22, 2023
Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Why do metrics matter?
Comm100
SEPTEMBER 7, 2017
Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. eBook] The Guide to Becoming a Top Performing Live Chat Agent. Download Free.
ChurnZero
DECEMBER 7, 2018
Something that may seem trivial to you may be a serious friction point for your customers. The worst thing is they probably won’t let you know. When’s the last time you tried a new service or a product? If you answered the latter, chances are you’re probably no longer using that service.
Comm100
NOVEMBER 8, 2017
So, it’s time for you to assemble your live chat dream team. You want your live chat customer service experience to be top notch, so it’s no wonder you want the best and the brightest for the job. But how do you know who is going to be a good match for your team? Download Now.
Stella Connect
JANUARY 25, 2018
With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands. Assume that customers won’t give you a second chance. What will brands’ biggest concerns be in 2018? One strike and you’re out.
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