Research programs evaluating telephone and digital customer service interactions within call center environments.
Spending time on hold is aggravating, and a recent study revealed just how customers feel. From a survey done by Acena, over half of the callers reported that being placed on hold for even 1 minute was too long, and 1/3 of people believe that calls to customer service representatives should be handled immediately. According…
Background A service company records calls from agents across three departments to monitor performance, reward achievements, and support coaching. Consistent, high-quality call handling reinforces the brand and creates opportunities to recommend additional services that benefit customers. The Challenge With thousands of calls received each month, reviewing them manually was inefficient and time-consuming. The company needed:–…