Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. James Pollard.
Xaqt
FEBRUARY 6, 2020
Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.
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CX Journey
JANUARY 30, 2019
You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Acquisition often includes discounts, while metrics include free candy bars and oil changes in exchange for a 5-out-of-5 rating. What gives?
SharpenCX
JUNE 16, 2020
Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. The more accurate your forecasting, the more you can find windows of down time to connect with, and coach, remote and in-office employees. And as we live and work through a pandemic, that number has only grown.
Contact Center Geek
MARCH 22, 2019
Mark Horstman and Mike Auzenne created the Manager Tools podcast in 2005. Every manager knows they need to coach their employees, but few will agree on the best way to do it, or even, what “coaching” means. Manager Tools teaches a simple model for effective coaching that will help develop skills in your direct reports.
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