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Great customer service starts on the inside. Enabling fluid access to tools and empowering agents with the timely information is key to enhancing the agent journey, in turn leading to positive customer experiences.
So, how can an agent create a positive customer experience?
Our experts take a two-fold approach to agent and customer success. On the one hand, we leverage industry-leading processes to pinpoint gaps and drive process and performance improvements. On the other, we use interaction analytics to identify and eliminate people-related issues, making every agent more efficient and effective, and every customer interaction a more positive experience.
Domain and client specific agent training
Analytics for performance tracking and measurement
Realtime agent feedback
Targeted coaching to improve perfomance
Measuring agent satisfaction through daily, quarterly and annual surveys
Rapid ramp up, greater accuracy, higher FCR, lower AHT
Skilled agents, automation, AI, and digital-first support solutions, including our proprietary SupportPredict Self-Serve Platform and Knowledgebase, to personalize experiences and accelerate path to resolution
Over 30 years of CX experience across multiple industries
KPI-driven delivery for consistent and measurable quality and exceptional CX
Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together
End-to-end expertise across hiring, training, operational execution, and workforce management
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
