Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

APRIL 3, 2023

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. These professionals should be trained to evaluate calls based on specific criteria and provide feedback to agents. Feedback should be specific, constructive, and actionable.

Quality management 52

Quality management Call Center Management Calibration 52

Expivia

OCTOBER 4, 2021

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Whether you want to add a new product line, send a direct mail piece, or need to scale to account for seasonality, you need a partner that can keep up with those demands. Have Weekly Calibration Sessions. Real Partnership.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Connecting the Dots

SEPTEMBER 7, 2020

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 48

Surveys Education Calibration Contact Center 48

CSR Inc.

NOVEMBER 6, 2016

In addition to formal reviews, you or the QA firm will need to provide ongoing performance feedback. Positive Feedback Structure Many advocates of negative feedback believe it’s worth ruffling a few feathers to get results. In fact, research suggests the worst form of feedback may be no feedback at all.

Call Center 48

Call Center Calibration Morale Construction 48