CX Accelerator

DECEMBER 31, 2018

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? She even includes several exercises in the book. This became a powerful tool for those leaders who followed the charter going forward.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Taylor Reach Group

JANUARY 11, 2018

The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. This is not a straightforward exercise. What do we need to do to achieve a 92% FCR?

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

JustCall

APRIL 5, 2023

The involvement of a third party will cause you to lose some amount of control that you would wish to exercise over such integrations and their performance. When trained and calibrated correctly, the virtual agent can seamlessly guide callers to the correct resolution through self-servicing.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52