Customer Relationship Metrics

JULY 26, 2017

Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments. Just like you grade the call internally, your customer should grade the call externally.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Quality Contact Solutions

MAY 4, 2021

The more information shared means they can present you with the best solution. Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. Technology – Not all call center technology is created equal.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Taylor Reach Group

DECEMBER 7, 2018

This post is based on a presentation I gave recently at a contact center conference. The session was well received and every attendee asked for copy of the presentation ( you can find the deck online at SlideShare ). Improving coaching processes. Improving agent onboarding training and nesting. Creating mentor programs.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Crisis presents the uncommon opportunity to deliver customer interactions that build unshakable loyalty. Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Customer Centric Support

JULY 18, 2017

According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. I look forward to my weekly coaching sessions because it shows that my supervisor really cares about my success.

Quality management 61

Quality management Management Coaching Calibration 61

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 334

Contact Center Call Center Average Handle Time Real estate 334

Customer Service Life

MAY 31, 2018

It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ). Shift focus to coaching and excellence. Eliminate score haggling.

Calibration 42

Calibration Coaching Feedback Customer Service 42

Customer Service Life

SEPTEMBER 7, 2018

In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. This is one easy way to insert CSAT into your quality calibrations and coaching. CSAT is sometimes measured too early in the process.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Integrity Solutions

JANUARY 22, 2024

That means being humble, empathetic, punctual and present. This is part of being present in any conversation you have with another person. Calibrate your self-orientation. Teaching (training), reinforcing and modeling (coaching) trustworthy behavior is what creates a sales culture that is viewed as credible and trustworthy.

Sales 58

Sales Calibration Scripts Personalization 58

24-7 InTouch

SEPTEMBER 9, 2022

A 360° view is key for this – think of it as a way to see the customer’s past, present, and future relationship with a brand. Ongoing coaching also ensures metrics such as First Contact Resolution (FCR) and Average Handle Time (AHT) are achieved, while calibrating for quality and accuracy.

Calibration 52

Calibration Average Handle Time Customer Care Coaching 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? Constant QA, coaching, and accountability is how you ensure all interactions are positive.

Call Center 140

Call Center call center software outsourcing Coaching 140