Agent Engagement

Actionable ideas and measurement methods to provide first-class customer engagement

January 31, 2022

The emergence of the digital era brought with it the concept of ‘customer engagement’. That is not to say that engagement is strictly digital but it also happens through traditional channels. So what exactly does customer engagement entail? Amazon Web Services links customer engagement with loyalty and defines it as Customer engagement refers to the …

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4 ways agents can handle unexpected high call volume while keeping callers happy and satisfied

January 31, 2022

Story points-Introduction Call spikes and why it’s necessary to handle these spikes -Ways to handle:1. offer a call back service2. Encourage customers to move to chat when things are busy 3. Direct customers to self-serve 4. Work to improve average handling time and first call resolution rate. Usually, when we talk about customer service, we focus on the …

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Part I: Here are 6 reasons why you need to sign up with VOIZ, this New Year!

January 16, 2022

Over the past few years, remote working has become a way of life for many workers and employees alike. According to GetApp, the number of remote workers has increased by 400%. Upwork has also predicted that in the next 8 years, 73% of all team members will be working remotely. The obvious advantage of remote …

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Why working with VOIZ is the next best decision you’re going to make this new year!

December 31, 2021

Has someone ever told you that the perfect job does not exist? Sure, we have all heard that from different working professionals at some point. But what we need to do is understand what the definition of ‘the perfect job’ is like? The nature of this very question is subjective. We asked our agents this …

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Top 4 ways to know how CX metrics truly impact the results of your business

November 28, 2021

In the famous words of Stan Phelps, ‘Customer experience isn’t an expense. Managing customer experience in the right way builds your brand image.’ Customer experience focuses on the equation between an organization or business and its customers. It includes every encounter, no matter how brief the interaction, and even if it doesn’t end up in …

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In a nutshell: How to measure and track your CSAT score?

November 13, 2021

After any point of contact, numerous questions can be asked to customers to understand their overall experience a little better. Customer satisfaction scores or CSAT scores are calculated and measured to help companies and agents get a clear picture of customer sentiments at various points of interaction with the company. CSAT helps various customer service …

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Poor CSAT situations for which you will be held accountable as a customer support agent

November 8, 2021

A major factor why companies and agents alike rely on CSAT scores is its simplicity. It is an effective way to close the loop on a customer-agent interaction and determine whether or not the outcome of that interaction was effective in producing happiness. Now you may ask yourself “Why should agents be held accountable for …

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3 actionable ways Telesales agents can adopt the emphatic-led, customer-centric selling approach

October 20, 2021

A breakthrough product a powerful presentation, or even a successful pitch is sometimes not enough when to make the sale. While there are a lot of techniques and skills that are essential to sales effectiveness, we can all agree that ‘empathy’ can sometimes be overlooked and underestimated. It is rarely discussed in telesales training or …

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6 signals that indicate you are cut out for customer support

October 20, 2021

Most people have a perspective that customer support holds roles only for entry-level positions only but that is not so. While there is the availability of numerous frontline jobs, there are also tonnes of opportunities for people who have more experience in the customer support field.  via GIPHY Whether you’ve just quit a hectic job …

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