Calibration Coaching Contact Center Service level 
Playvox
FEBRUARY 13, 2023
With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. It’s not enough to stick to managing quality at the operational level.
Callminer
AUGUST 1, 2017
To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.
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CX Accelerator
DECEMBER 31, 2018
When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? At a leader level, do they feel like there are unclear/changing priorities?
Playvox
JANUARY 25, 2024
Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.
Taylor Reach Group
SEPTEMBER 25, 2018
The old Contact Center Outsourcing (CCO) model is broken. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. Service Level attainment becomes a by-product of the qualitative approach rather than a goal unto itself.
Customer Service Life
NOVEMBER 15, 2020
My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.
Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
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