Connecting the Dots

SEPTEMBER 7, 2020

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. Metrics to enhance success and prevention.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. Metrics to enhance success and prevention.

Surveys 48

Surveys Education Calibration Contact Center 48

CSR Inc.

NOVEMBER 6, 2016

At worst, it can do serious damage to agent morale and productivity. Guidelines should also be in sync with your company’s goals and key performance indicator (KPI) metrics. But making sure the program itself is also high quality is just as critical. Recalibrate. Call center excellence is a moving target.

Call Center 48

Call Center Calibration Morale Construction 48