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25 Indicators of Fraud on Inbound Calls

Callminer

Organizations need to be prepared to effectively combat call center fraud. Further, malicious callers can manipulate customer service agents and automated systems to change account information, transfer money and more. Customer behavior across channels does not seem normal.

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Since no channel is a clear winner, companies are, wisely, supporting multiple channels for delivering customer service. Beware False Scorecards.

Scorecard 101
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Reduce average handle time with this one simple trick

Inside Customer Service

Average handle time, or AHT, is an important metric in contact centers. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. It measures the average length of a call. Email Address.

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How to rapidly improve customer service by finding your Betty

Inside Customer Service

My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. A computer program ran in the background during each call to determine if the customer was eligible for the company credit card. Who is a Betty?

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5 Lessons Learned While Attempting to Boost Contact Center Productivity

Customer Service Life

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform.

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6 Considerations for Building a Purposeful Quality Scorecard

Customer Service Life

While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it comes to running a contact center. In this article, I’ll share six things to consider when creating a quality scorecard.

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? Since no channel is a clear winner, companies are, wisely, supporting multiple channels for delivering customer service. Beware False Scorecards.