SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Automate coaching moments and send microlearning lessons to your agents’ queues. And, gather context from customer conversations and metrics, and share them with your team. We have them.
SharpenCX
NOVEMBER 26, 2019
From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Automate coaching moments and send microlearning lessons to your agents’ queues. And, gather context from customer conversations and metrics, and share them with your team. We have them.
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SharpenCX
FEBRUARY 4, 2020
Download Now: Master your manager skill set with 29 tactics and strategies to better coach agents. You’re asked to meet a list of KPIs, all while coaching your team to meet high performance standards. You handle escalated customer issues, offer feedback to your agents, coach and train. Ok, let me backup. Time Management.
Nicereply
MARCH 14, 2023
It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. No amount of coaching, training, or quarterly feedback surveys will prevent it.
Fonolo
NOVEMBER 17, 2020
To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” FCR is the Most Important Metric. The Value of Metrics.
Tethr
JUNE 21, 2019
In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original research.
Branch Mesenger
APRIL 20, 2018
This week, Jeff Bezos commemorated twenty years of his shareholder newsletter, which is a journey through the past year of learnings, metrics, and performance at Amazon. Since 2008, commercial real estate services firm CoStar Group has been tracking the amount of retail square footage slated to close annually.
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