Location: Pencil Club
As CX Experts gears up for its highly anticipated conference in Durban at the Pencil Club on Thursday, 20 February 2025, customer service professionals and enthusiasts are in for a transformative experience. This year’s theme, The Future of Customer Service, promises to deliver cutting-edge insights into the tools and trends shaping the industry.
Roadshow Highlights:
Learn about the newest features and updates designed to simplify customer service workflows, enhance agent productivity, and provide an exceptional customer experience. These updates aim to align service operations with the evolving expectations of customers.
Answer the question: Are my agents doing what they are supposed to be doing, when they are meant to be doing it?
It's crucial to assess if your agents are meeting expectations and deadlines. This includes monitoring their tasks and providing clear guidelines. Regular check-ins, performance metrics, and feedback can offer insights into productivity and schedule adherence. By implementing a structured evaluation, you can pinpoint areas needing improvement, leading to a more efficient team.
Answer the question: How do I find out everything my agents are saying to everyone, all the time?
To fully understand your agents' interactions, it's essential to use effective monitoring tools and strategies. This includes communication software that logs conversations, analytics for tracking engagement metrics, and promoting transparency within the team. By encouraging open communication, you can stay informed about discussions, identify trends, address concerns, and improve overall performance.
Answer the question: Do my agents have everything they need to be efficient and great at their jobs?
Providing your agents with the right resources and support is essential for a productive work environment. This includes the necessary tools, training, and information to boost efficiency. Regular assessments and feedback can help identify resource or training gaps. By proactively addressing these needs, you empower your agents to excel and positively impact the organization.
Join us in Durban to explore these topics and more. This event is tailored for businesses eager to innovate and lead in customer service.
To register click here.