Playvox

MARCH 12, 2024

This doesn’t mean giving out empty praise or insincere feedback. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. They don’t do anything else except maybe monitor a few calls and give some feedback. Continuous coaching and training helps mitigate this risk.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Relationship Metrics

JANUARY 11, 2017

As the study progressed and agent-level feedback was collected by “Contact Center A”, the results for this metric were dramatic. Contact Center A” not only experienced reduced operating expenses from the decline in repeat calls, but also proved a higher ROI for training and coaching. Increases in training and coaching ROI.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67