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Post by shiyabul on Aug 21, 2024 4:13:35 GMT
“THE INFLUX OF DIGITAL CHANNELS…MEANS THAT TRADITIONAL QUALITY EVALUATIONS USING CALL RECORDINGS CAPTURE ONLY A FRACTION OF THE WORK PERFORMED BY TODAY’S AGENTS.” —TRUDY CANNON It’s important to also note that you can’t just look at agent productivity without looking at customer satisfaction. An agent can be highly productive but have a low CSAT score. The combination of agent productivity, quality, and CSAT together represent the overall performance of an employee. John Finch JOHN FINCH: Contact center agents are oftentimes the https://lastdatabase.com/ first line of defense when customer issues arise, but historically have faced a number of challenges due to outdated legacy software and fragmented technologies that don’t offer true insights into what the customer is feeling and experiencing. Our contact center customers typically struggle with high agent turnover, providing agents with the comprehensive training required to properly engage with customers, and a lack of insight into agent performance at the supervisory level. This leads to poor service levels and ultimately, customer and financial loss — in fact, Forrester’s annual Customer Experience Index found that CX quality fell by % – the lowest ever recorded for the survey. The contact center customers we work with want to ensure their customers are being heard and advocated for. They need a seamless, effortless way to provide the best level of service possible using the channels of the customer’s choice.
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