CX Accelerator

DECEMBER 31, 2018

Best Practice: I worked with a client of mine a few years ago on a very intriguing project. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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.

Management 88

Management Gamification Calibration Quality management 88

Call Design

JULY 6, 2021

This metric is very similar to the customer satisfaction number as feedback is provided back to the company through a survey form from the customer. As a result, the feedback could be biased and may not accurately represent a customer’s effort to obtain a solution. It is measured as a percentage of scheduled time on the phone.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77