How to improve customer service satisfaction through the technology? How does the manager ensure that the customer is satisfied?

through surveys. after the call is over and the agent is documenting his notes on the file, as soon as he/she is done and hits that submit button, an automatic email is sent to the customer on the email on file asking the customer to rate their experience with the customer service agent. preferable a few hours/days after (depending on the issue, the situation, the industry)

through this survey, the customer can rate the agent's performance on things like,

• Did the agent listen?
• Did the agent offer alternatives?
• Did the agent solve your problem?
• Was the agent friendly?

and so on. these questions are closely related to the agent's KPIs and they need to hit a certain percentage of positive vs negative surveys in order to get their bonuses. 

if the account manager sees that they hit the client's preset performance indicator, then to the client, customers are happy, if not, then agents need to be coached in order to get better results with their customers and so on.

each supervisor can be responsible for listening to his teams'negative surveys calls to check areas of oppurtunity for each agent and schedule team meetings key points.

look at it this way, if the customer bothered to open the email and fill out the survey, he is either thankful or angry. so it's a good measure of customer satisfaction.

CS satisfaction via Tech

• Implement mobile design website,apps,social media 
• Responsive trained technical staff
• Easy and accessible technology

Ensure CS Satisfaction

• Customer Feedback
• opinion consumer
• Quality check
• Live Monitoring 
• surveys

 

you can send auto mail after every call for client to rate the call and agent it will help alot let him rate his call through apps or internet ingeneral .

also with that we can use standard way to supervise the agent like shadwing calls 

or listining calls to agent without he know and monthly checking for his performance all of these will improve his perfomance and help to determine our weakest point nad solve it not only punish him 

Whatever satisfactory comments, opinions , survey link or complains questionnaire you created which you send customer via email. When you receive whichever way you go through each one and welcome their opinions or etc. You must understand and improve things which need to be and make sure you persistently working on it to keep things better and better.