Check out our podcast: The Contact Center Coach
Much More Coaching
Coaching is an essential tool for achieving contact center success. It has a crucial effect on the agent’s satisfaction, motivation and performance, helping develop reproducible skills that can work with every customer, every conflict, and every time.
Customers as Coaches
Customer Driven Manager
A Voice of the Customer solution that collects customer feedback and shares it directly with the agent.
Best-in-class VoC users sport 292% greater employee engagement rates. - Aberdeen Group
Engaging Coaching Tools
Top Rep
Cloud-based performance management solution that leverages KPIs to contact center performance and front-line engagement.
Rigorous coaching system returns an 8% to 18% reduction in operational expense or increase in revenue. Non-coaching organizations experience a 40% repeat call rate on the same issues.
Reserve your free copy of The Four-Minute Customer by Proponisi founder and CEO, Michael J. Tamer.
Why the Contact Center?
12
It takes 12 positive experiences to make up for one unresolved negative one.
-"Understanding Customers”
by Ruby Newell-Legner.
74%
After a negative experience over the phone, 74% of consumers are likely or very likely to choose another business.
-Invoca
$62B
Each year, $62 billion is lost by U.S. companies due to bad customer service.
-New Voice Media
2X
News of bad customer service reaches more than two times as many ears as praise for a good service experience.
-White House Office of Consumer Affairs