Takeaway tip: Provide pop-up windows to CSRs when they log on to their computers at the beginning of their shifts. This offers an effective tool to relay data on problematic products, company meetings and the like. Using online features for company policies provides easy and fast access for agents.
5. Monitor CSRs' calls and provide regular feedback — these are essential tasks that can help you maintain optimum performance in your contact center. They also provide opportunities for supervisors to hear what customers are saying and how agents interact with them. Call monitoring also is helpful in determining agents' strengths, weaknesses and overall efficiency. Monitoring feedback by the supervisor can be used for performance reviews to increase productivity. And having your managers and merchants perform monthly call monitoring can be a great way to stay in tune with your customer base.
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Roundup Fulfillment & Operations 15 Bottom-Line-Boosting
Takeaway tip: Provide pop-up windows to CSRs when they log on to their computers at the beginning of their shifts. This offers an effective tool to relay data on problematic products, company meetings and the like. Using online features for company policies provides easy and fast access for agents.
5. Monitor CSRs' calls and provide regular feedback — these are essential tasks that can help you maintain optimum performance in your contact center. They also provide opportunities for supervisors to hear what customers are saying and how agents interact with them. Call monitoring also is helpful in determining agents' strengths, weaknesses and overall efficiency. Monitoring feedback by the supervisor can be used for performance reviews to increase productivity. And having your managers and merchants perform monthly call monitoring can be a great way to stay in tune with your customer base.