2018 Coaching industry standards 
CX Global Media
DECEMBER 28, 2017
Coaching is the #1 agent experience focus for 2018. At least it is as stated in CCW’s Executive Report Contact Center Priorities for 2018. I am thrilled to see the importance of people development being a lead focus for 2018. Contact Center Executive Priorities for 2018 – Click to Tweet. But which one?
CX Global Media
MAY 24, 2018
Adriana Thompson – Contact Center Supervisor of the Year 2018. The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet. How to become a better leader when the path to success is not so visibly clear.
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Customer Service Life
AUGUST 22, 2019
To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times. While the industry standard is typically a 5-point scale, allowing for a neutral response, others modify to a 3-point scale, a simple yes or no, or a series of smileys or emojis.
Fonolo
JUNE 9, 2020
Gathering feedback from customers has become an industry standard for contact centers. Providing additional training and coaching sessions for your agents throughout their career with your contact center will help them widen their skill-sets and improve their daily performance. Customer Satisfaction.
Outsource Consultants
MARCH 9, 2018
Industry standards say that you want to answer 80% of your calls within 20 seconds. While this will mean 20% of the calls will have to be put on hold, 80% is a realistic goal that is used by most in the call center industry. Considering adding a new outsource call center partner in 2018?
NICE inContact
NOVEMBER 9, 2018
Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. Let your customers contact you in ways that work best for them. We live in a digital world.
Balto
AUGUST 3, 2022
From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. 2018, July 11). There are a lot of reasons to invest in your contact center. E.g., CSAT of 4/5 = 80/100.
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