Fonolo

OCTOBER 10, 2018

The bot didn’t just delight and entertain customers who were frustrated with their lack of sleep; it also provided the company with important information about their target customers (specifically, it collected a high volume of their mobile phone numbers). The moral of the story? How to Set a Winning Service Level.

Customer Service 104

Customer Service Call Center Entertainment Morale 104

BlueOcean

FEBRUARY 25, 2019

You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based media (Netflix, Hulu, and Amazon Prime.)

Customer Experience 116

Customer Experience Coaching Feedback Customer Care 116

SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. We harbored some customer goodwill and boosted agent morale and inclusion in the process.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 25, 2020

And, this hurts you, team morale, and your customers. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Depending on the morale and stress level in your call center, you may want to stay clear of stretch goals for a bit. easily runs into billions of dollars each year.

Call Center 76

Call Center Morale Metrics Abandon rate 76