ShepHyken

OCTOBER 23, 2023

There is now broad recognition that people are not as engaged through their intellect as they are engaged through their emotions. Creative experiences that foster deeper connections, address customers’ emotions and needs, and highlight the uniqueness of the brand are essential to the future of customer loyalty.

Customer Service 169

Customer Service Construction Contact Center Scripts 169

CSM Magazine

JANUARY 2, 2025

For example, simulate frustrated calls with specific emotional tones, and teach agents how to respond with patience and understanding. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

CSM Magazine

JANUARY 2, 2025

For example, simulate frustrated calls with specific emotional tones, and teach agents how to respond with patience and understanding. Active Listening Workshops : Empathy begins with listening. Offer workshops that focus on active listening techniquesthings like reflecting back what a customer says and avoiding interruptions.

Customer Support 52

Customer Support Scripts Healthcare Feedback 52

NobelBiz

OCTOBER 1, 2024

In this blog article, we look deep into how generative AI has changed the face and the pace of customer support: benefits accruing from the adoption, best ways to adopt, challenges accompanying such transition, and questions every leader should ask prior to its implementation.

Customer Support 52

Customer Support Chatbots Call Center Feedback 52

NobelBiz

OCTOBER 1, 2024

In this blog article, we look deep into how generative AI has changed the face and the pace of customer support: benefits accruing from the adoption, best ways to adopt, challenges accompanying such transition, and questions every leader should ask prior to its implementation.

Customer Support 52

Customer Support Chatbots Call Center Feedback 52

Balto

NOVEMBER 28, 2023

A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Understanding the customer’s pain points: Was the agent able to comprehend the customer’s issues?

Quality management 52

Quality management Call Center Management Contact Center 52