Calibration, Coaching, First call resolution and Scripts

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Calibration

Coaching

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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

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. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center

Contact Center Call Center Average Handle Time Real estate

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

JANUARY 11, 2017

Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent. Goal: Reduce repeat calls – increase First Call Resolution (FCR), when the emotions are fresh.

Customer Experience

Customer Experience Interactive Voice Response Caller satisfaction Calibration

Webinars

Manual Call Reviews? There's a Better Way!

MORE WEBINARS

Customer Contact Central

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Why Customer Experience is Like Sex in High School

Webinars

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