Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Always give specific feedback and specific solutions so that you truly help your employees perform at stellar levels. Here are 2 examples of how you might do that…”.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Be consistent with your calibration frequency.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Serenova

MAY 13, 2020

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. Also, encourage their feedback in the process. Calibrate the Process Regularly. Yes, we’re all in this together. And we’re all only human.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? This technology is a component that takes calls and assigns them to the appropriate agent.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. The second side of that coin is the direct customer feedback related to the specific interaction in question.

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Myra Golden Media

JULY 15, 2019

Develop Calibration Strategy. Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? Calibration (step six) is a necessary step to help you review objectives fairly. ” Your employees deserve your time, discussion, feedback, praise, and guidance.

Calibration 153

Calibration Coaching Morale Feedback 153

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. It provides insight into the overall customer relationship and satisfaction.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Anything you want more feedback on?What What are the goals/KPI’s that everyone is accountable for?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

NobelBiz

MARCH 26, 2024

Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system. This powerful tool serves as the cornerstone, revolutionizing the way your contact center operates. These components work together to create a cohesive, automated customer service ecosystem.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. Head of CX With the addition of more channels, a CX leader’s job gets more complex.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Balto

JANUARY 11, 2024

Contact center software, voice of customer software, and quality assurance platforms all commonly contain sentiment analysis tools. One option is to have quality assurance analysts assess starting and ending sentiment for each contact monitored. Do you have to calibrate against actual customer surveys?

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Customer Service Life

JANUARY 15, 2019

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. One of my favorite conversations is with contact centers leaders who don’t see a point in quality scores at all. Where does quality calibration come into play?

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Toister Performance Solutions

MARCH 21, 2019

I've worked in contact centers, so I've experienced this first-hand. Q: What are some tips on calibrating your team/creating a consistent definition for outstanding customer service in regards to your individual business? Calibration is an ongoing process. All clients are remote.) What does it mean?

Calibration 81

Calibration Customer Service Wait times Contact Center 81

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Calibration is key when measuring quality to ensure any suggestion of bias is removed.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

COPC

SEPTEMBER 30, 2022

As a leader in the contact center industry, COPC Inc. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. First awarded this prestigious recognition in March 2021, COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

Etech GS

APRIL 1, 2019

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. If you run a large contact center, you will need to have an internal team of quality analysts as well. Gather Feedback. Today’s customer interacts with contact centers via multiple channels.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Contact Center Pipeline

DECEMBER 1, 2016

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today, it is a best practice followed by the vast majority of us. Customers now […].

Best practices 170

Best practices Surveys Contact Center Feedback 170

Fonolo

MARCH 5, 2019

Secondly, a high calibre training program should be in place for call center agents. It provides an opportunity for the patient to give feedback that can help improve the customer service team’s performance in the future. Ideally, there should be clear steps to follow for each type of inquiry and interaction.

Healthcare 112

Healthcare Customer Service Calibration Call Center 112

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Customer Relationship Metrics

JULY 27, 2017

Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). Is it really helpful feedback if you are unable to know what action to take? How would you take action? Switch gears and think about a very short survey.

Morale 71

Morale Calibration Contact Center Surveys 71

24-7 InTouch

FEBRUARY 25, 2020

By focusing on our team members’ experience , we improve results from a retention and employee engagement perspective, while also driving core contact center metrics such as CSAT, AHT, and attendance. Monitor: Evaluate the program goals previously established through regular reporting and calibration sessions.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Voxjar

JUNE 5, 2021

Two words: call calibration. In this guide, we’re going to cover everything you need to know about call calibration: what it is, why it matters, and how to do it to keep your customers—and call center agents—happy. What Is Call Calibration? What’s So Important About Call Calibration? Provide Feedback.

Calibration 40

Calibration Call Center Best practices Feedback 40

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. providing helpful feedback. Understand top tier contact center operations and benefits. Upgrade your property management services with a contact center.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Connecting the Dots

SEPTEMBER 7, 2020

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 48

Surveys Education Calibration Contact Center 48

Customer Service Life

MAY 31, 2018

It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).

Calibration 42

Calibration Coaching Feedback Customer Service 42