Remove Calibration Remove Consulting Remove Customer Service Remove Morale
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BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance

Outsource Consultants

KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements. Call Center Tip #5 — Collaborate and Calibrate. Otherwise, you’re fighting for metrics that don’t drive business results for your brand.

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Treating employees as customers

Connecting the Dots

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. If the customer took a survey, how would they rate the call? Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 62
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Treating employees as customers

Connecting the Dots

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. If the customer took a survey, how would they rate the call? Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 48