Outsource Consultants

MARCH 29, 2021

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. It’s important that your call center can understand and articulate the methodology behind your KPIs and why they matter.

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. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. 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. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. Choosing The Right Survey.

Surveys 48

Surveys Education Calibration Contact Center 48