Expivia

OCTOBER 20, 2020

The other post is on 21 Questions that we ask call center managers when we are brought in to consult. Deep Dive into Your Call Center: 21 Questions We Ask When Consulting. There needs to be a constant cycle of constructive feedback, and you need to treat this relationship like a partnership. Have Weekly Calibration Sessions.

outsourcing 95

outsourcing Call Center Management Calibration 95

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. It is critical to learn from employees, “What are your frustrations in giving good service?” If the customer took a survey, how would they rate the call? Choosing The Right Survey.

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. It is critical to learn from employees, “What are your frustrations in giving good service?” If the customer took a survey, how would they rate the call? Choosing The Right Survey.

Surveys 48

Surveys Education Calibration Contact Center 48