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. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.
CX Global Media
JULY 12, 2019
In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. 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. Judy McKee ?Business
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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. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Develop Predictive Metrics.
Balto
FEBRUARY 6, 2023
The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.
JustCall
DECEMBER 7, 2022
This model was first proposed in the book The Challenger Sale: How To Take Control of the Customer Conversation by Matt Dixon and Brent Adamson in 2011. You could talk about the revenue lost or cost to the business or any other metric that makes the prospect feel concerned about the problem. So, don’t hold back. Emotional Impact.
Talkdesk
JULY 20, 2016
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. Mistake 3: Building the wrong culture. Just saying the words is not enough to instill it into your culture.
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. But knowledge retention isn’t the only metric worth looking at. Do you need to introduce more 1-on-1 coaching?
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