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. First Contact Resolution.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Taylor Reach Group

SEPTEMBER 25, 2018

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. This is typically an email survey that asks 4-6 regarding the interaction, professionalism, ownership, resolution, NPS and ’top box’ are the usual themes. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Taylor Reach Group

DECEMBER 7, 2018

If 30% of your staff is still negotiating the learning curve towards competency, they are by definition performing at a lower level than the veteran staff. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Taylor Reach Group

JANUARY 11, 2018

The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60