Inside Customer Service
APRIL 22, 2021
The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. Knowledge bases work well in contact centers or other places where employees work from a computer.
Fonolo
DECEMBER 15, 2022
That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. And that can be an undertaking, considering all the areas of the contact center that can affect performance.
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Customers That Stick
DECEMBER 15, 2014
Sell, Sell, Sell in the Contact Center With These Three Customer Care Metrics – Three ways to tactfully sell in the contact center. The Longest Lasting Emotions in Customer Experience – Research shows when you make your customers sad, they remember for a long time. See what other customer emotions linger.
Execs In The Know
FEBRUARY 21, 2025
Design the Mystery Shopping Program : Develop a tailored Mystery Shopping questionnaire that focuses on the processes and behaviors directly linked to the identified CX drivers. Objective Assessment: Deploy trained Mystery Shoppers to objectively evaluate performance on the targeted processes and behaviors.
Execs In The Know
FEBRUARY 21, 2025
Design the Mystery Shopping Program : Develop a tailored Mystery Shopping questionnaire that focuses on the processes and behaviors directly linked to the identified CX drivers. Objective Assessment: Deploy trained Mystery Shoppers to objectively evaluate performance on the targeted processes and behaviors.
SugarCRM
AUGUST 19, 2020
Instead of folding under the current crisis, they’ve turned their contact center (what they call their “Customer Loyalty Team”) into an “Ask Me Anything” brigade. You go above and beyond to help a company, including going in hands-on as an undercover mystery shopper. . Solomo n: Yes!
Comm100
AUGUST 21, 2018
A Pelorus research survey found that 74% of contact center managers felt that improved customer service agent technology can decrease error rates and improve the customer experience. Another way to address and prevent customer service metric gaps is through mystery shopping.
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