Provided by: UCN

What you will learn:

Is your center following best practices for agent performance rating and coaching?

Learn 8 key points to improve customer satisfaction, agent performance and to reduce QA costs through automation. We’ll discuss why inviting the caller to provide direct feedback regarding the service experience can make an immediate impact. BenchmarkPortal found that only 36% of all centers do any type of post-call surveys to collect caller feedback. However of the 64% who don’t do post-call surveys, 88% are evaluating ways to accomplish this very important task. The purpose of this webinar is to compare several proven methods of conducting post-call surveys.

In this webinar, you will learn:

How to design a short, compelling survey that will have a high response rate
How to best launch the survey to maximize caller response
How to use powerful analytics to turn caller feedback into actionable information

Length: 54m 11s
Tags: Call Center, Virtual Call Center
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