Taylor Reach Group
MAY 18, 2018
In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. By Colin Taylor.
CX Global Media
JULY 12, 2019
About Michael Replogle : International Executive Vice President who has successfully driven call center performance and productivity for more than 32 years in such companies as JP Morgan Chase, USAA, Regus, Direct Energy, and 1800Flowers.com. Trainer and Coach in the Contact Center Business for over 25 years. Judy McKee
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Noble Systems
MAY 11, 2021
Many think that speech recognition began with the advent of Siri from Apple in 2011. This helps management train and coach to ultimately mitigate compliance risk. Over the last ten years, call center speech analysis has been catapulted into a future we did not expect. Background on Speech Recognition.
Quality Contact Solutions
MARCH 8, 2021
With more employees working remotely, we spruced up and added a few more helpful nuggets to this post to share with our readers. Since 2011 Q uality C ontact S olutions has delivered training in a virtual environment. Ryan Apodac, Trainer Understanding how to deliver training virtually is more relevant now than ever before.
Balto
FEBRUARY 6, 2023
Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Those who received zero forms of coaching had the worst satisfaction metrics across the board.
Talkdesk
JULY 20, 2016
Once you’ve hired someone, make sure that they do not call prey to call center turnover. Use technology like call recording to provide directed coaching. Advanced call center software solutions will also allow for other functionalities like call monitoring, call barging and real-time drill-down metrics.
Balto
OCTOBER 31, 2022
“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Proper coaching will help those that may be struggling, and will advance those that are already doing a good job. Do you need to introduce more 1-on-1 coaching? 2021 Contact Center Agent Survey Report - Balto Ai.
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