CX Accelerator

DECEMBER 31, 2018

We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Best Practice: I worked with a client of mine a few years ago on a very intriguing project.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

3CLogic

NOVEMBER 10, 2021

Technology that isn’t up to par. With in-depth training sessions for each of the tools your contact center uses, as well as best practices for navigating conversations, you can clearly establish company goals and expectations while providing your agents with the confidence to tackle any initiative. Rude or aggressive customers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Taylor Reach Group

AUGUST 23, 2017

If you don’t know how a specific area or task is performing, then you cannot gauge improvement or degradation that occurs based on any changes to processes, technologies or staffing that have been made. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66