CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks). She even includes several exercises in the book.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Etech GS

APRIL 1, 2019

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. 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. Customer satisfaction surveys often tell the real picture. Gather Feedback.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Taylor Reach Group

JANUARY 11, 2018

This is not a straightforward exercise. In practice, no malicious actions need to be taken, as the operational challenges are often more than enough to severely limit any value from this exercise. Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Customer Service Life

AUGUST 10, 2017

When going through this exercise, make sure that these don’t become scripts. Agents should be serving customers in such a way that we naturally perform well on these surveys — and I realize that sometimes the marks are totally out of their control thanks to issues with the product or service.

Calibration 68

Calibration Scripts Accountability Best practices 68

ClearAction

MAY 29, 2016

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Voice-of-the-customer is often viewed by customers as doing the company a favor, sometimes as drudgery, sometimes as a way to get rapid help, sometimes as an exercise in a black hole.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

JustCall

APRIL 5, 2023

If anything, the UI design of JustCall is well-calibrated with strategic focal points, intuitive design elements, and interactive components that make the user experience delightful. With JustCall, you can exercise granular control over what you want and go with your choice. so that you only have to pay for what you use.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52