Voxjar
JUNE 5, 2021
Two words: call calibration. In this guide, we’re going to cover everything you need to know about call calibration: what it is, why it matters, and how to do it to keep your customers—and call center agents—happy. What Is Call Calibration? What’s So Important About Call Calibration? Establish a process.
SharpenCX
JANUARY 26, 2021
Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together.
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CX Accelerator
DECEMBER 31, 2018
The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? Best Practice: I worked with a client of mine a few years ago on a very intriguing project. What a fantastic question!
Playvox
FEBRUARY 20, 2024
Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. Leverage a Workforce Management Solution When you have a globally dispersed team, it becomes even more important to leverage a solution that accounts for differing schedules and skill sets.
COPC
FEBRUARY 15, 2024
Its role is to maintain the best practices and requirements in the COPC CX Standard. Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness. Is there a need for calibration among those that assess and tune the performance of AI? Refer back to the terminology subgroup.
NobelBiz
APRIL 3, 2023
How to Implement Effective Call Center Quality Management Call Center Management Best Practices What is Call Center Quality Management? Customer satisfaction is calculated in percentage terms by taking into account the number of consumers retained by a business at the completion of a given period.
Outsource Consultants
MARCH 29, 2021
You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Call Center Tip #5 — Collaborate and Calibrate. Managing BPO Vendor Best Practices. Build a strategy with your BPO vendor AND STICK TO IT.
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