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?
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. 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?”. Why is that? Ownership.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Call Design
JULY 6, 2021
A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. First Contact Resolution. Advisor Satisfaction. Forecast Accuracy.
Quality Contact Solutions
MAY 25, 2021
It is also a great way to hold your call center accountable for producing solid results. Having data at your fingertips about every call will allow you to assess the call center’s productivity as well as the number of calls that resulted in new leads, appointments, completed surveys, rejections, or no contact made.
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.
Customer Service Life
JANUARY 18, 2019
Think of procedures like taking good account notes so a customer doesn’t have to rehash their issue if they call back. Security – At a minimum, security means properly authenticating customers before disclosing or changing information on their account. Accuracy also includes adhering to important policies and procedures.
Expert insights. Personalized for you.
244 
Let's personalize your content