CX Accelerator
DECEMBER 31, 2018
We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
CustomerSuccessBox
APRIL 28, 2021
How can Customer Success Technology come to help? Customers mature, their behavior and expectations change requiring you to constantly calibrate. This learning when shared coaches every CSM. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
JANUARY 25, 2024
It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).
Sikorski's Think Abouts
APRIL 5, 2015
What will coaching do? Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged.
Integrity Solutions
AUGUST 24, 2022
The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape. What they don’t always recognize is that it’s something that can be developed through effective training and coaching.
NobelBiz
APRIL 3, 2023
Using technology to record and analyze each and every customer encounter, developing and employing evaluation criteria, teaching and training agents, reporting and monitoring quality metrics are all part of call center quality management. Also, investing time into coaching and training can help monitor call center quality effectively.
CSR Inc.
OCTOBER 1, 2017
Key Quality Basics Strangely, sometimes identifying and implementing the ‘new stuff’ (think: procedures, policies or technology) is less important than the points we’ve long taken for granted. Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program.
Expert insights. Personalized for you.
244 
Let's personalize your content