Customer centricity First call resolution Morale 
Fonolo
AUGUST 17, 2021
To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. But it’s not enough.
Callminer
OCTOBER 3, 2019
One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. The result: Poor morale, lack of teamwork and ultimately, reduced production and poor financial performance for the entire organization. .” – 8 ways to spot a star performer , Workopolis; Twitter: @Workopolis.
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Calabrio
MARCH 5, 2025
When combined, these procedures operationalize a voice of the customer programa systematic process of collecting and interpreting customer insights, including sentiments, expectations, and preferences related to interactions with a company.
Talkdesk
DECEMBER 18, 2015
As the first line of defense for customers seeking solutions, call center agents often answer for problems that are beyond their control, interact with difficult callers and can bear the brunt of a callers’ frustration with a product or service. Customers are the best judges of the effectiveness of your call center agents.
Expivia
AUGUST 9, 2024
5 Proven Techniques for Handling Angry, Mad, and Irate Customers in Contact Centers In today’s customer-centric business world, effectively managing angry, mad, or irate customers is a critical skill for any contact center.
JustCall
OCTOBER 25, 2023
For this, brands need to adopt customer-centric processes while empowering their agents to help provide exceptional support and services. Best Practices for Post-Call Surveys Now that we’ve established the critical role of agent performance, let’s explore how post-call evaluation can help you elevate it.
NobelBiz
JUNE 19, 2023
This includes data on call volumes, average handle time (AHT), first call resolution (FCR) , and more. This timely guidance helps agents correct any issues, refine their skills, and deliver a superior customer experience. Analyzing calls and identifying patterns helps deliver personalized customer service.
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