There are metrics generated by your switch or other reporting platforms that you do not want to put in a contact center agent scorecard. Even if you don’t put them on the scorecards, you should still hide certain metrics from being revealed to contact center agents. It may seem strange that with all of the [...]
Subscribe to our blog!
Six Characteristics of Adult LearnersAugust 27th, 2013
10 Great Customer Service QuotesJuly 18th, 2013
Use Customer Voice to Pull Your Company Out of an Innovation RutAugust 20th, 2015
Our customers are better than a pot of gold. Feeling extremely lucky for all our lasting partnerships. Happy St. Pa… twitter.com/i/web/status/1…4 days ago
Today and every day, we celebrate women who are striving for change and equality all around the world. Happy… twitter.com/i/web/status/1…2 weeks ago
Forefront is in full swing today in Charlotte! Join your peers on the next stop in Toronto to see how Contact Cente… twitter.com/i/web/status/1…2 weeks ago
Quotes to Prompt a Customer Service Revolution
"The customer experience is the next competitive battleground."
Jerry Gregoire, CIO, Dell Computers
"On average, every Intradiem employee expects to spend an average of 123 days of their adult life on hold, in line or waiting for a service technician. That’s more than four months of their life spent waiting!"
Matt McConnell, CEO, Intradiem
"In the process of getting (employee feedback), there is a very important by-product, which is that employees will feel more fulfilled, appreciated and understood."
Shep Hyken, CEO, Customer Service Training
“Adults want to know why they need to learn something before undertaking learning. Facilitators must help adults become aware of their ‘need to know’ and make a case for the value of learning.”
"Just because you answer the call quickly doesn’t mean you answered it correctly – nor does it mean that you actually helped the customer or led them to some sort of loyalty to your product or brand.”
Bob Fletcher, Call Center Consultant