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

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

JANUARY 25, 2024

Here’s how QM software allows contact center leaders to automate work for your quality team, creating more efficient and less costly processes: Create powerful scorecards in minutes, calibrate evaluations against expert opinions, evaluate interactions, and automate the coaching process.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Connecting the Dots

SEPTEMBER 7, 2020

The employee service delivery survey. It is critical to learn from employees, “What are your frustrations in giving good service?” The survey covers all employee interactions for clearly defined job responsibilities and goals. If the customer took a survey, how would they rate the call? Choosing The Right Survey.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

The employee service delivery survey. It is critical to learn from employees, “What are your frustrations in giving good service?” The survey covers all employee interactions for clearly defined job responsibilities and goals. If the customer took a survey, how would they rate the call? Choosing The Right Survey.

Surveys 48

Surveys Education Calibration Contact Center 48

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, she is also responsible for implementing financial controls and processes.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334