#131 - The AI Call Center Revolution with Avoca Founder Tyson Chen
Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast
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Challenges and Solutions in Measuring Customer Service Performance
The chapter explores the difficulties in accurately assessing customer service performance in an AI call center, emphasizing the importance of precise metric evaluation. It discusses strategies like distinguishing between warranty outs and callbacks, enhancing brand representation, and optimizing technician success during in-home visits. Additionally, it delves into the significance of empathy, gender-specific language, analytic metrics, AI technology, membership programs, and data-driven coaching to improve call center operations across industries like plumbing, electrical, and HVAC.
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