April 18, 2013
Session 607: Call Monitoring: Scoring for Success
The expectations you set for your analysts will go a long way toward helping them create the perfect customer experience. Walk away from this session with the tools you need to turn your team members into quality service agents; learn the importance of showering them with praise when they perform successfully and working with them privately on their weaknesses. Eddie Vidal will explain why it’s important to greet the customer in a professional, consistent manner, focus on key points during the call, and train your agents in the right techniques for closing the customer loop.