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Remove 2017 Remove Agent Empowerment Remove Coaching Remove Metrics
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Quality Scores: Are They Really Necessary?

Customer Service Life

DECEMBER 15, 2017

This article originally appeared on CustomerThink.com as part of my monthly Advisor column on November 10, 2017. Like other KPIs, this is a metric that’s tracked and improved upon from the organizational level all the way down to each individual agent. At FCR, all of our leaders spend a day learning how to Coach with Compassion.

Coaching 74
Coaching Agent Empowerment outsourcing Contact Center 74
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Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

DECEMBER 1, 2017

For 48% of businesses, improving agent training and coaching is the number one strategy for creating a better agent experience in 2018. Companies across the board believe that greater empowerment makes for a greater agent experience. Improved training doesn’t only help agents: It helps customers as well.

Contact Center 42
Contact Center Customer centricity Journey mapping Benchmark 42
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