Customer Service

3 Innovations in Customer Service

Technical advances have done a lot of wonderful, game-changing things, but they’ve also made it much easier and quicker for customers to complain. This has forced brands and contact centers to amp up their customer service strategies. These innovative customer service ideas could have a major impact on the customer experience.

  1. Let customers test products or services before purchasing them.

Free trials can go a long way towards landing committed customers. Trying before buying isn’t yet the standard across the board, but it should be. By letting customers try out your product or service for a limited time, you tell them that you believe so much in what you’re selling that you know they’ll get on board. Contemporary customer service is all about making the customer’s life easier. Let them wait to pay until they’re sure they want to make a purchase.

  1. Use videos to answer complex questions

The more complex a FAQ, the more text you’re going to need to answer it. A lot of customers aren’t going to take the time to read a lengthy blog or social media post, which means they’ll either (a) go without finding their answer, which won’t leave them as satisfied as possible, or (b) call to speak with a live agent, which puts more pressure on your staff. An excellent alternative is to record a video that answers the question. You can solve the problem in less time than it would take to read the answer, and videos are also highly shareable, so your customers can help you spread the word.

  1. Make it easy to do even unwanted actions.

Stellar customer service shouldn’t end when a customer wants to switch providers or go with one of your competitors. You should still treat the customer well even if you’re going to lose their business – treating them well at this stage could actually convince them to stay with you or come back at some point down the road. Transparency should be embraced at every stage, even if the customer wants to close or delete their account. By doing something like hiding the “delete account” button, you’re getting in the way of the customer having an easy, seamless interaction with your brand.

 

Impactful customer service strategies are thoughtful, too. By combining innovation with high-level awareness, you can appeal to the customer’s emotions while meeting their tech-savvy needs.

What’s on Your Supervisor Screen? Agent KPIs to Watch

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. If your top business goal is to boost customer satisfaction, for example, you’ll probably want to keep an eye on KPIs such as call abandonment rates, survey responses, average handle time, and so forth. Contact centers use metrics to collect specific data from every interaction, service, queue, agent, survey, and more.

In any contact center, the real-time metrics that supervisors use on a daily basis generally fall into common categories, such as these:

  • Agent metrics
  • Campaign-specific metrics
  • List metrics
  • Service metrics
  • Skill metrics
  • Team metrics

Nestled in each category, there can be dozens, if not hundreds, of metrics, and the ones that matter really depend on your company’s goals.

Your Agents, At-a-Glance

Do you know what your agents are doing, right now? Supervisors need dashboards and wallboards with real-time KPIs that signal which agents and teams need to be monitored. And when there are 50+ KPIs to choose from, how do you know which ones are the most important? The more metrics you add to a dashboard, the less useful a dashboard becomes. In this blog, we will focus on some of the most-useful real-time agent metrics for contact center supervisors to watch.

Agent State

An agent’s state indicates whether or not the agent can handle an interaction. It may seem basic, but this information is very useful to the supervisor monitoring a team of agents working both in-house and remotely. Agent State provides an at-a-glance look at whether agents are ready, not ready, busy, idle, or doing after-call work. For agents in the Not Ready state, this metric also provides the reason (e.g., lunch, break, meeting, etc.).

Agent State shows what every logged in agent on your team is doing right now. If all your agents are busy, you know why the queue is filling up with calls, or why callers are still on hold. Likewise, if all your agents are ready yet the queue is backed up and customers are not being helped, you have reason to suspect your services are not running.

Time in State

Time in State is how long (in minutes and seconds) an agent has been ready, not ready, and so forth. Generally, supervisors will know what duration is acceptable for service calls, chats, breaks, and after-call work, and the Time in State metric will give them a cursory view of who’s working as expected, who’s slacking, and who needs help. For example, the supervisor may want to check in on an agent who’s been in the Not Ready state for 24 minutes, with no reason given.

ACW Time

After-call work (ACW) consists of all the tasks that agents must do before they can complete the interaction, tasks such as setting a disposition, creating contacts, writing notes, setting follow-ups, and more. These tasks are important but tedious. Agents in the ACW state cannot handle a new interaction until this work is done.

ACW Time can show you which agents and teams are not accepting new interactions because they’re still working on the old. High ACW time can indicate it’s time to relieve your agents of this type of work and automate the tasks instead.

Sentiment

Displayed as faces that are happy, neutral, or angry, sentiment provides a quick glimpse at the general mood and satisfaction level of your customers, in real time. It’s not the sentiment of your agents. Happy faces mean happy customers, and angry ones spell low customer satisfaction and poor reviews.

When agents chat with a customer, for example, the system is utilizing Natural Language Understanding and other cognitive technologies to assess the customer’s satisfaction level. Positive keywords, statements, and expressions become happy faces in the supervisor’s monitoring screen and in the agent’s active interaction. Sentiment is also saved in interaction records and chat transcripts such as this.

The sentiment of an unhelpful chat session would immediately appear on the agent’s screen within the chat as well as on the supervisor’s screen. A slew of angry faces in the supervisor’s list view of active agent interactions means the supervisor should monitor those agents and step in to help.

Customer Satisfaction

Customer Satisfaction (CSAT) is the average result of surveys where the customer satisfaction question has been answered. The best way to know how your customers feel about your service, agents, products, or anything else, is to ask them.

Net Promoter Score

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist, by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0 to 6).

You want to have a high NPS at all times. Customers are more likely to respond positively to a contact satisfaction question if they had a good experience with a knowledgeable, helpful agent. For contact centers, NPS is key way to measure success

Contact Center Driven by Insights

Agent metrics provide detailed information about agent performance and customer satisfaction. These KPIs provide the insights you need for improving agent engagement and elevating the customer experience.

After all, customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the Bright Pattern e-book.

Digital Disruption in Fintech Customer Service – an Uber Moment for All Industries?

Two years ago, during a brainstorming session at Customer Contact Week, a customer service leader from a government agency stated that it wanted its service to be as good as Nordstrom’s. What was a surprise at the time has become a new norm. Customers expect similar levels of customer service across industries.

Now, the financial services industry always an early adopter of new technology—is going through a wave of Uber- or Amazon-like digital disruption that will not stay within just financial services but will roll over into all industries. The smarter, more agile companies—midsized companies or large enterprises—will ride the wave and grow while others will struggle to stay relevant.

So what does this wave look like and what should customer service leaders in other industries be aware of? Let’s dive into what is happening in financial services and some lessons learned to see….

Fintech, Then and Now

Digital disruption has swept up the financial services industry, as traditional big banks are challenged by digital banks like Tangerine, traditional investment firms are challenged by companies like Wealthfront, and companies like Square or PayPal become digital financial services firms using innovative technology.

Many of the old-school companies are now either buying the financial tech (i.e., fintech) companies who plan to usurp them, partner with them, or just leverage the technology into their customer services operations.

To reduce effort and increase personalization, banks have turned to biometrics to authenticate. Rather than being greeted with an impersonal “name, rank, and social security number please” message, biometrics do the work and the agent can then greet them personally. Similarly, with 90% of consumers preferring online banking regardless of age, companies have rolled out chat text communication, and other forms of self-service. And more innovative companies are looking at video to increase personalization. OmniChannel banking is here, where the best of digital self-service is seamlessly blended with agents.

The shift to digital self-service can be significant to business. Take a look at Wells Fargo, for example, which announced earlier this month that it’s eliminating up to 10% of its workforce as a result of customers moving to digital channels and self-service. This is similar to AIG’s announcement a couple years ago to slash over a billion dollars of expenses as the company made similar moves to self-service and digital channels. Many of these shifts to digital channels and self-service are lessons other industries should heed and learn from.

So how do you compete if you are a midsize financial services company or large enterprise bank—or even in another industry? Customer service and customer experience remain the top strategy to win, especially when coupling this with disruptive digital approaches.

Let’s look at some key ways to win in financial services, ways that also are relevant to other industries too.

Key #1: Digital Channels of Choice

To stay relevant, it is key that your company handle not just classic channels such as voice, chat, email and text, but also emerging digital channels like bots, messengers and video.

Chat was the fastest growing channel most recently, but experts predict new messaging channels will overtake chat in the next wave. Forrester is actually predicting the average number of channels people will use often will increase from 9 to 11. Agents need to be able to communicate over these new channels and be able to hop across them if they have the right skills for the new channels.

Similarly, channels that customers prefer need to be offered to customers as a way to communicate with their digital banks. So the first takeaway is to provide customers with their digital channel of choice, both classic and emerging.

Key #2: Maintain One Conversation in Context

As communications happen over an increasing number of channels, you need a way to unify all these siloed interactions. If you want to keep customers and deliver frictionless communications, look for the entire customer journey rather than individual communications for each channel.

If you are communicating with a bot and then an agent, the agent should have at his or her fingertips all the context from communication on previous channels so they can provide an effortless customer experience. A single unified desktop that allows agents to see the full conversation in context empowers agents and makes for a much better experience for customers—whether you’re a digital bank or are in any other industry.

Key #3: Digital Conversations for a Mobile World

In addition to unifying all your channels in context, it is important to communicate with people where they are. In our super-busy, high-tech world, people are often looking at their mobile phone on trains, planes—and all too often—their automobiles. People are on the go. COPC recently reported that mobile care will increase 41% in 2018.

So make sure that your top channels can be accessed on mobile devices wherever the customer may be. Bright Pattern, for instance, allows in ap chat, file sharing, video chat, and more.

Banks had some of the most useful apps when they first created the deposit-by-picture feature. Yet, when you hit the “contact us” button in most apps in other industries, you are routed to a general phone number where an IVR asks you what language you speak rather than offer personal service.

Companies should take a mobile, personalized approach to their communications. Put the conversation where people are—and that is on the go.

Key #4: Cloud Customer Service is a Key Enabler

So how do you do all this—add digital channels, communicate seamlessly across them, respond to new channels, and more? Look to the cloud. A true “born from the cloud” customer service architecture where all channels are native versus bolt-on can give you a nimble platform in which you are the disruptor versus disrupted.

Cloud-first architecture is a truly agile, nimble platform because it doesn’t rely on legacy technology ported from old on-premises solutions. A cloud platform approach will break down the silos and deliver a simple solution that business users can make changes to without requiring costly IT and professional services. Our e-book explains how to safely transition your contact center to the cloud.

Final Thoughts?

The wave of disruption is everywhere, rolling through financial services and hitting other industries too. Ready to join the world of digital disruption sweeping through financial services? There is a brighter way to deliver disruptive customer service that smart companies are using, and it starts in the cloud.

I hope some of these keys were helpful. To learn more about staying relevant in this world of digital disruption, see Bright Pattern’s free e-book, 5 Keys: Effortless and Personal Omnichannel Customer Service.

How to Create and Improve Your Customer Experience Model

To create a consistent, customized experience for your customers, you need a well-rounded view of the entire experience and all its parts. When you’re able to see the customer experience in full, you’ll streamline targeting and optimize communication.

By streamlining targeting, you learn which customer segments are interested in specific products and services, plus which channels you should use to target these specific customers. You’ll then uncover the best ways to communicate with that specific segment, including the sort of messaging they respond to.

What You Need to Create a Customer Experience Model

Creating a customer experience model takes into account all of the different parts of the customer experience you may have already tackled, like data, the customer journey and personas. Here’s where you’ll bring them together.

Who and Why

During this stage, you’ll understand your customers and see them as humans, not as metrics. This is where you’ll define customer personas. A persona considers the goals, motivations and needs of your VIP customers, which is based on data and research. You’ll gather and understand personal details, like who they are, what they want and why they should care about your product or service.

When and What

This is where you’ll map the customer journey, which highlights the key interactions your customers have with you. In addition to when the touchpoints take place, you’ll also determine what happens at each one – what are the customer’s perceptions and experiences along the way?

How

To pull everything together, you’ll work to figure out which processes and systems you need in place.

4 Ways to Improve the Customer Experience Model

  1. Choose a business objective. It should be a high-level objective, one that directly relates to your strategic plan, and it’s also good if it has broad impact. Focus on creating results for just that objective.
  2. Choose one channel – and it’s okay to start small. You may choose one type of email communication or one social media channel, for example.
  3. Your plan should include performance targets and metrics. You’ll want to measure and report regularly so that you and your team know how well the strategy is working.
  4. Communicate with your team. Explain the reasoning behind the customer experience model, the changes that will take place and the results you’re after.

Tell us about your experience creating customer service models!

5 Trends in the Customer Service Industry

Every year sees new changes to the customer service industry, and 2018 has been no different. This year, the focus has been on improving customer service in order to meet growing expectations. Here are 5 trends that are influencing the industry right now, and they’ll likely continue – and be built upon – in 2019.

  1. Chatbots are providing customer care.

According to IBM, by the year 2020 as much as 85% of customer interactions will not be handled by a human. For the contact center, this means making sure chatbots are providing a great experience for the customer – poor technology or chatbots that are used incorrectly can seriously impact your bottom line.

  1. Cloud-based customer service software is the norm.

Contact centers that rely on cloud-based solutions can have remote agents located around the world. This means that different time zones and extended hours can be covered, offering customer service practically any time and from anywhere. This software can give a complete history of customer interaction, including past communication and notes that agents make about a customer.

  1. Success of the team has become a priority.

If individuals can provide great service, then teams of excellent agents can do even more. Teammate success is now a priority and contact centers are investing more in educating and training their teams. One way of making customer service teams more successful is by hiring agile agents who can handle more than one type of job.

  1. Increased reliance on self-service.

Self-service has been trending for a long time, but now companies are taking self-service to the next level by personalizing it. For example, customers may be shown only certain self-service options based on the products or services they have. This means that customers can get quicker access to the information they need without having to weed through an entire knowledge base.

  1. Software will seamlessly integrate.

Contact center technology systems are a big expense and they carry out integral jobs, like analyzing data and storing all sorts of customer information. Since software is so essential to the contact center, it’s important for different software and tools to integrate with one another. We’ll continue to see software that’s specifically designed to work seamlessly with complementary software so that you can piece together the best system for your contact center.

Have you noticed trends in the customer service world? Tell us about them in the comments.

What is the Effortless Customer Experience?

Going above and beyond customer expectations to surprise them and deliver that “wow” factor isn’t unimportant, but in terms of retaining customers and gaining their loyalty, it may not be as important as you once thought.

Matthew Dixon of Gartner (formerly CEB) wrote an article and a book about the power of the effortless customer experience, explaining how effortlessness is more impactful than greatness.

Satisfied vs. Dissatisfied Customers

The first thing to understand is that satisfied and dissatisfied customers behave very differently:

  • Customers who are highly satisfied do not always become loyal customers.
  • Customers who are dissatisfied become disloyal customers and talk to others about their experience, which spreads negative word-of-mouth.

Additionally, Dixon found that the more effort a customer has to put in to solve their problem, the more disloyal they become.

Redefining Customer Experience Goals

It stands to reason, then, that the contact center’s main goal shouldn’t be creating highly satisfied customers because they may not be loyal no matter how much you do for them. Instead, the goal should be to avoid creating dissatisfied customers.

How do you do that? By making it as easy as possible for an unhappy customer to resolve their problem.

Dixon’s research showed that customers who were able to solve their problems with a low amount of effort were more like to buy from the company again and even to spend more.

Clearing the Way for the Customer

When it comes to the customer experience, there are a few main culprits that always seem to stand in the way of ease and resolution:

  • Being transferred
  • Non-personalized service
  • Having to repeatedly contact support
  • Repeating information
  • Switching channels
  • Tedious policies and processes

While there are numerous ways to make the customer experience more effortless, here are two big ones:

  1. Create a rich self-service portal that will solve all (or most of) your customers’ issues without having to switch between multiple channels to find a resolution. The self-service portal should be simple and user-friendly.
  2. Avoid the next issue. First call resolution is the ultimate goal, but it’s not always possible, especially if the first issue gives way to a connected second issue. Figuring out what the follow-up issues tend to be will give you the power to prevent problems.

Have you found any ways to make the customer experience more effortless? Tell us in the comments below!

 

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

How Can Your Business Relate to the Millennial Community?

Millennials are arguably the most rapidly-evolving and flippant consumer base in the industry. It is a challenge in itself to understand what they desire in a product, and even moreso how to please them in the aspect of customer service.

In reality, millennials just want what everyone wants. All people generally tend to want to do the right thing, belong to a group, and avoid conflict. The difference between this generation and others is not their access to a plethora of information, but their reliance on that access of information. They rely on their online community just as much as we rely on our immediate neighborhood community.

Think of the neighborhood community you grew up in. Not so long ago, neighbors relied on each other for borrowing spices, taking care of pets, and generally looking after one another. Millennials look to devices, which many of them have grown up using, as their own community. Just as your neighbors would, these devices recommend bars & restaurants, barbers, dog walkers, carpools, and most importantly, connect them with like-minded people.

What a successful business looks like in the millennial community:

Then: Strong values. Now: Progressive values, and being able to exemplify each one.

Gusto, a payroll software company based out of San Francisco and Denver, is an excellent example of a company that makes their progressive values clear, and leads by example to see them through. Co-founder Tomer London took a two-month paternity leave after his daughter was born. In writing, any business can value a “work-life balance”, yet pressure their employees to work 12-hour work days. London takes it upon himself to set the example in his company, and follow through with the values he sets in place.

These types of stories circulate in the millennial community. In the click of a button, millennials can find exactly what people are saying about your business, whether these people are customers or employees. They rely very heavily on these reviews and take them very seriously: they will not be your customer if they don’t like what they see.

Then: Strong, ethical leaders. Now: Strong ethical leaders, and being able to connect with them.

Speaking of leading by example, executives of businesses can be reviewed just as much, if not more, than the business itself. Glassdoor is one of the most prominent resources when it comes to researching businesses and jobs. In the snapshot below, you can see how employees review Jeff Bezos, CEO of Amazon, and actually read through each review.

To millennials, the ability to connect with the leaders of a business is crucial. For the millennial employees in a company, feeling ethically and morally aligned with the person they are working for drives productivity and purpose. The same goes for consumers. With business leaders under a constant spotlight, it is easier for consumers to decide with whom they’d like to do business. After Uber’s many PR disasters, and CEO Travis Kalanick’s inability to mend them, the hashtag #DeleteUber went viral, causing about 500,000 users to reportedly delete their accounts.

The force of the online millennial community is strong. Your business is under a spotlight, but that doesn’t have to be frightening. There is no secret code to learning what millennials like and what they don’t like. Your business does not have to look like Hillary Clinton trying to appeal to young voters through cringe-worthy and outdated slang. In fact, a majority of the Democratic millennials who did not vote for Hillary simply felt that she was untrustworthy.

The millennial generation holds businesses to a higher, more personal standard. If they feel comfortable doing business with you and trust you, chances are they will let their online “neighbors” know. On the other hand, if you’re deemed untrustworthy or unpleasant to do business with, they will certainly make sure their online “neighbors” know to never do business with you.

How to Improve Your Contact Center’s Live Chat Service

There are several different customer service channels available to customers, but the winner always seems to be the one that responds the fastest. Since web chat is both time-sensitive and personal, it’s often a customer’s preferred mode of contact. Here’s how to optimize customer satisfaction using live chat.

Make sure the chat is visible.

There’s a lot of information for visitors to look over when they’re on your website, but the live chat option should be obvious and easy to find. A pop-up window on the bottom of the page lets customers chat while still navigating around the website. Since the window is going to be small, make sure the font is large enough to read.

Only send an invitation if an agent is available.

Offering a live chat option at the right moment is key to engaging the customer at the best time. However, you should never invite the customer to a chat session if there isn’t actually a live agent available. Customers shouldn’t have to wait for help, especially if you reach out to them first.

Go off script.

Even though you want to maintain a certain level of professionalism, live chat conversations can lean toward the friendly and personal. The agent should introduce themselves and refer to the customer by name. Also, it’s okay to go off script if the customer asks detailed questions or if they’re upset and need the agent to show empathy.

Keep chat etiquette in mind.

Even though live chat is on the informal side, agents should still write in complete sentences; pay attention to spelling and grammar; and avoid slang. Paragraphs should be short and digestible, and technical speak should be avoided so that the customer can keep up with the conversation.

Make it quick.

Customers want their issue handled quickly on chat. Agents should make sure to respond swiftly whenever the customer sends a message. Conversation should be limited so that it doesn’t get in the way of solving the problem. Also, if the situation will take too long to troubleshoot on live chat, the customer should be given an alternate solution, like self-service or the number to the right department.

Live chat is helpful for customers who need to multi-task or want to get fast service. In order to deliver the service customers deserve, it’s necessary to know what they expect.

 

How to Motivate Contact Center Agents

There are several reasons to motivate contact center agents: hiring new staff can get expensive; training new hires means there’s lag time between when they’re hired and when they can start working; and company morale can decrease if there’s a high rate of turnover. Here are 5 ways to motivate contact center agents.
All of the tools your agents use, from software to hardware, should work flawlessly. Faulty technology makes it impossible for agents to be efficient. One necessary type of tool are those that reduce customer frustration. Agents can get frazzled after speaking with one angry customer after the other. Software that allows for queue callback or voicemail can make customers happy, which in turn delivers agents fewer frustrating inquiries.
2. Setup seamless automation.
Quality contact center software will automate manual tasks so that agents don’t have to perform them with every single call or chat. Data should also be synced across all customer service tools. When their workload is streamlined, agents have more time and energy to handle more pressing issues.
3. Help agents hone their specialties.
Instead of having all of your agents trained in every area, figure out the strengths of your individual agents and help them specialize. Some agents may excel at handling agitated customers while others will have in-depth knowledge of your products. When you have agents who are experts in certain areas, they’ll be able to answer queries and solve problems more quickly than if they only had limited knowledge of the niche.
4. Open the lines of communication.
Your contact center agents are the closest people to your customers. It’s important that your agents know they can speak with you openly. Not only will you hear great ideas you haven’t thought of before, but agents who feel valued and needed are more likely to perform well in their job.
5. Use analytics to acknowledge excellence.
With call center reporting, you can see how agents are performing. When you find an agent who spends a short time on calls and has a high FCR rate, for example, you can reward them for their performance. You can also see which agents have positive customer reviews and reward them accordingly.
When your agents are motivated and happy, they’re better able to deliver the sort of customer experience you expect.