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. Calibrate with your customers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. And it sets agents up to fail in a customer-centric world. Think about the evaluation, the calibration, and the coaching.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Customer Relationship Metrics

JULY 27, 2017

Thinking about the large amount of waste from Voice of the Customer programs, let me ask you: how is it possible to develop a plan of action if your organization gives you a score for the contact center that comes from an annual or quarterly 70-question survey of which the contact center rating is question #41? It’s inhumane.

Morale 71

Morale Calibration Contact Center Surveys 71

NobelBiz

APRIL 18, 2023

It is effectively the percentage of customers whose needs and expectations are met on a scale of, say, one to five, with four and five being positive scores. CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

pindrop

OCTOBER 21, 2021

Therefore contact centers started evolving to not only provide a seamless pathway to customers across multiple channels but also to integrate the infrastructure, processes, and workflows internally to better facilitate this cross-channel engagement. The How and the Why of Digital Transformation. Business Drivers of Digital Transformation.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

ChurnZero

MARCH 17, 2022

For startups, I highly recommend that you stay focused and not try to build a perfect customer health score at once (and be okay with a simpler-than-expected customer health score!). Do you survey customers to determine? How do you figure out the Time to First Value?

Metrics 97

Metrics Calibration Accountability Customer Experience 97

ChurnZero

MARCH 17, 2022

For startups, I highly recommend that you stay focused and not try to build a perfect customer health score at once (and be okay with a simpler-than-expected customer health score!). Do you survey customers to determine? How do you figure out the Time to First Value?

Metrics 52

Metrics Calibration Accountability Customer Experience 52