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Pandemic Preparation Can Be Contagious

Taylor Reach Group

Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[ This is what it looked like on the streets of Toronto in the spring of 2003. ”[ source ] 2012 to 2019 MERS infected over 2,500 people and killed 862.

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company. Even if it is not set as a KPI, management can use it to coach and train staff to improve the way they handle contacts to get better results. Net Promoter Score.

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Successful On-boarding in Contact Centers: Top Experts Reveal Secrets

CX Global Media

Since 2003 Colin has led Taylor Reach to success in contact center and customer experience consulting, with offices in the US, Canada, Europe, and Asia. The post Successful On-boarding in Contact Centers: Top Experts Reveal Secrets appeared first on Call Center Coach. EXPERT SESSION – The On-Boarding Excellence Journey.

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Why Some Employees Are Always Late

Toister Performance Solutions

This suggests it can take coaching, planning, and a great deal of patience to help some of your customer service employees develop a more realistic sense of time. Chronically late employees underestimate: How long it will take to get to work. Type As were pretty spot-on, guessing on average 58 seconds.

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Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

million in 2003 to approximately $1.7 These innovations have come hand in hand with megatrends that include Big Data, analytics, mobility, increased server processing speeds (and decreased costs), the market influence of Millennials (the “smart device” generation), the gig economy, and, of course, the cloud.

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Is Outbound Telesales Making a Comeback?

Robert Davis

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound.

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Is outbound telesales making a comeback?

Robert C. Davis and Associates

In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound.