BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. That assumption is very often the catalyst in creating a less-than-satisfactory customer experience. But that’s simply not true.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Myra Golden

OCTOBER 4, 2016

I do this exercise from time to time, whenever my mood needs lifting. When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. You had a tough customer there with Ms. It’s cloudy and there’s a light breeze. I had to focus on what is right, right now.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

I do this exercise from time to time, whenever my mood needs lifting. When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. You had a tough customer there with Ms. It’s cloudy and there’s a light breeze. I had to focus on what is right, right now.

How To 40

How To Call Flow Exercises Feedback 40

NobelBiz

JANUARY 17, 2022

The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole. It may be a valuable tool for establishing standards against which the customer relationship center can push its customer service goals.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52