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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching. Surveys that “only” ask you to rate agent performance.
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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. Prevent and close employee skill gaps with a seamless integration to coaching. Workforce Management The yin to QM’s yang is Workforce Management (WFM).
Customer Service Life
SEPTEMBER 7, 2018
We typically see a CSAT survey response rate somewhere between ten and thirty percent depending on how well integrated and how complex the survey is. Customers are often presented with a survey not long after their interaction with customer service, and in the case of a wrong answer, might not realize it was wrong until much later.
Call Design
JULY 6, 2021
A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. Calibration is key when measuring quality to ensure any suggestion of bias is removed.
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.
Playvox
MARCH 12, 2024
According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. This stands in contrast to contact center managers we surveyed, who thought recognition from superiors was the top motivator for agents.
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