In Betty’s Shoes

Betty is a customer service representative at the contact centre of a bank

She spends most of her time servicing customers who call the contact centre

Her focus is to deliver excellent customer service in an efficient manner. Delight customers and get through as many calls as possible.

Road blocks she faces…

Not knowing from a customer perspective how she is going and if they are being delighted with her service

Finding areas for improvement so that she can get better and more effective

Understanding comparatively how well she handles customers as opposed to her peers

Also ensure that her manager has visibility into the passion with which she services customers

 

Resonate: Moving the roadblock so that she can:

See how the customers are perceiving her service and how she is improving over time

Better understand what makes some customers happy and some sad so she can improve

Close the loop and call customers who have left a feedback and empower her to turn a negative customer experience around

Meet her KPIs effectively for her manager to notice

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