Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

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? From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Customer Satisfaction. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. However, the two main components are Quality Management and Workforce Management.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77