BlueOcean
DECEMBER 18, 2023
For most of the history of the contact center industry, the standard for QA has been for a team lead, coach, or supervisor to review and score three contacts per agent per week. One percent of one percent… at best. Coaches would get to know the agents on their teams. They could do spot checks for compliance.
CSM Magazine
OCTOBER 10, 2023
For instance, your customer success VP might be concerned that short AHTs indicate customers are being rushed into solutions they might not necessarily want and your finance and IT directors both have concerns that long AHTs will increase staffing costs. Understand that the problem is not empathy in itself but how it is coached.
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Callminer
FEBRUARY 4, 2021
Doing so ensures clients can still avail of the company’s services without fully draining their finances. In a world of finance, many customers will be needing help in a difficult time. Coaching needs to happen in real time from management. When the client manages to become financially stable again, they can pay the amount due.
Vistio
JUNE 10, 2022
In addition to managing a lot of the day-to-day finances and other financial areas of the company, I spend most of my time on relationships, building our contact pool, leading them to potential business. Can you share a little more about your day-to-day role and responsibilities as the managing partner of SKWeston & Company ? .
NobelBiz
APRIL 3, 2023
How to Implement Effective Call Center Quality Management Call Center Management Best Practices What is Call Center Quality Management? Some industries, such as healthcare and finance, have strict regulatory requirements that call centers must adhere to. Why is Call Center Quality Management Important?
Call Design
SEPTEMBER 2, 2021
We define our agents as “top producers” or “needs coaching”. Interfacing with marketing, operations, human resources, finance, and technology. Clearly this leaves one last thing to focus on “the right agent”. How we understand our agents often comes from our KPIs and their metrics. Dan Smitley.
ChurnZero
NOVEMBER 4, 2022
To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. Finance is less of a Customer Success foe than you think. We put off difficult conversations and dodge hardball questions to serve ourselves, not others.
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