In advance of our webinar on May 23rd about how to Improve Your Customer Service using dynamic scripting we wanted to share what we feel makes for a better customer contact experience when creating your script and training your agents.
Running a call center is anything but easy. You’re tasked with providing superior customer service while juggling a number of business priorities. From adhering to pre-set business metrics and key performance indicators to servicing customers across multiple channels, each priority compounds the complexity inherent in customer service calls today.
In advance of our webinar on May 23rd about how to Improve Your Customer Service using dynamic scripting we wanted to talk a little about what makes for a great CSR / Customer conversation.
The objective of any great script is to create and deliver a scripted conversation that to the customer feels like a routine, natural conversation and persuades them to do something.
By Gideon Hollander, CEO for Jacada Inc.
Customer experience is often hard to define. It’s rarely a quantifiable metric. Yet, it’s ultimately the single most important metric for your organization. After all, ignore this, and your customers will take their business elsewhere. So what makes a good customer experience? Customer satisfaction normally arises from a combination of efficiency (Average Handle Time), effectiveness (First Call Resolution) and call flows that are natural and guide the call toward optimal process resolution.