At the heart of world class customer experience is the way in which CSRs handle calls. Contact center managers know that CSRs must have the necessary product, service, and technology knowledge, but just as important is their ability to handle calls to ensure call resolution and provide world class customer experience.
In this webinar, you will learn:
- The four key moments of truth that matter the most to customers
- Customer experience (CX) essentials that customers want CSRs to demonstrate on every call
- How to shift from a service level focus to a CX performance focus
- Best practices for key call handling metrics
- Key questions to assess your call handling practices