All you need is love.

Posted by Jodie Monger on February 15, 2011

0 comments | 629 reads

On a day that is synonymous with LOVE, everyone should be feeling the vibe. From your friends and family, to your customers and your call center agents, everyone should feel a little extra special today. Make sure you tell your team just how special they are. These are the folks who are the face of your organization, who work hard to satisfy your customers while working towards key metrics to help reduce the costs of your call center. Be sure to tell them today (and everyday) that they are doing a great job, especially if they are among your all-star agents. Your customers tell your agents how they feel, especially if they LOVED their customer service experience:

“My reason for the high ratings is because they were earned. The lady was right on the money. She was very thorough. She didn’t waste any time. She was really pleasant and if she were available for marriage, I’d marry her.”

“I believe his name was Rick or Rich. He was very helpful. He was wonderful. I’d love my daughter to marry him. He’s just a wonderful guy.”

“Charlotte just did a terrific job. My wife was a real b**ch during the process, asking a lot of questions and complaining the whole time. She wasn’t even on the phone with me. Is there anything you can do about my wife? If you can, please call me back. If you can’t, just know that Charlotte did a terrific job. Thank you.”

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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