CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? At a leader level, do they feel like there are unclear/changing priorities?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

APRIL 21, 2023

For example, A 2022 stud y by ICMI showed that while 63% of contact centers offer customer service by email, only 41% were monitoring it for quality. Thirty percent (30%) offer social media customer care, but only 14% are checking on quality there.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

SharpenCX

JANUARY 26, 2021

Once he hit the right agent (and fast), he was thrilled to learn that FedEx’s systems all calibrated to work together. Glancing through customer reviews , it’s easy to see that FedEx employees are a huge part of what makes every experience with the brand so delightful. What’s more?

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Connecting the Dots

SEPTEMBER 7, 2020

If the customer took a survey, how would they rate the call? – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

If the customer took a survey, how would they rate the call? – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. Many such issues revolve around internal customer service and service level agreements (SLAs).

Surveys 48

Surveys Education Calibration Contact Center 48

BlueOcean

NOVEMBER 13, 2019

In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider.

outsourcing 48

outsourcing Contact Center Calibration Average Handle Time 48