NobelBiz

APRIL 3, 2023

Mike McGuire (Senior Contact Center Software Consultant @ NobelBiz) Key Takeaways: What Is Call Center Management? Feedback should be specific, constructive, and actionable. Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach.

Quality management 52

Quality management Call Center Management Calibration 52

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 48

Surveys Education Calibration Contact Center 48