CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. At a leader level, do they feel like there are unclear/changing priorities?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams.

Management 88

Management Gamification Calibration Quality management 88