Outsource Consultants

MARCH 29, 2021

Otherwise, you’re fighting for metrics that don’t drive business results for your brand. 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.

Management 76

Management Calibration Call Center Average Handle Time 76

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