Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. 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? What’s morale like? Develop Standards and Objectives for Customer Experience.

Calibration 153

Calibration Coaching Morale Feedback 153

Playvox

FEBRUARY 20, 2024

The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate. Items such as gift cards, paid time off, dinner vouchers, and gadgets all do wonders to improve morale and help job satisfaction.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Many of Playvox’s customers leverage tools like gamification to motivate their teams.

Morale 78

Morale Gamification Contact Center Quality management 78

Outsource Consultants

MARCH 29, 2021

If you want to reduce costs AND boost customer experience , you don’t need dozens of KPIs fighting for your attention, especially when a few will do. 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.

Management 76

Management Calibration Call Center Average Handle Time 76

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. But what’s the real value of a loyal customer? of revenue.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

pindrop

AUGUST 16, 2021

Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. . It’s also key to understanding and improving the customer experience. WEBINAR: Caller Authentication 101. Be equipped with the latest caller authentication insights and best practices.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Customer Relationship Metrics

JULY 27, 2017

Not being open to new thinking is the underlying cause of wasted resources – focusing on the wrong things, creating the need for rework, undermining morale, and the list goes on and on. What’s the best way to characterize the customer experience focus of your organization and of your contact center? ” Click to Tweet.

Morale 71

Morale Calibration Contact Center Surveys 71