CX Global Media
JULY 12, 2019
She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. Trainer and Coach in the Contact Center Business for over 25 years. She is an author of “The Positive Coach Approach” with her daughter Sally Cordova and three other books about Call Center Agents.
Taylor Reach Group
MAY 18, 2018
QA – Quality Assurance is an overarching strategy to assess and improve agent interactions with customers through monitoring, review and coaching. This post was published in 2011 and updates in 2018. In this latter case from a customers point of view FCR becomes Forced Company Response.
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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.
Customer Guru
MAY 22, 2018
Source: Aon Hewitt European Manager Survey 2011. Not just that, he must be coached and held accountable and his/her progress must be tracked. This could be in the form of infrastructure, training programs, coaching and mentoring, and support from the supervisors. Aon Hewitt. Communicate and do it transparently.
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. Then, we’ll explore five ways in which businesses can benefit from using today’s automatic speech recognition (ASR) tools. Background on Speech Recognition.
Avaya
OCTOBER 10, 2016
In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Raising an NPS isn’t easy. Avaya knows the effort and investment it takes to make even the most incremental improvements.
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.
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