Featured expert
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Improving
Contact Center Agent Performance: Put
The Horse Before The Cart!
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Contact centers are at the forefront of customer
interactions, and even CEOs are starting to
see contact centers as strategic to business
growth and performance. However, contact center
managers are under constant pressure to control
costs while improving service quality and
customer experience. Agent salaries constitute
more than 60% of contact center operational
costs and, therefore, agent productivity is
always on the radar screen of contact center
executives.
Read
Proven ways to polish customer service
and cut down on customer churn
On average, companies lose a third of
their customers. Replacing lost customers
is a Herculean effort that typically costs
five times more than retaining an existing
one. Every time you interact with a customer,
regardless whether it is a sales, technical
support, or customer service interaction,
you can win or lose a customer!
How can I reduce the risk of customer defection?
Do I need to improve my people or my systems?
Read
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