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Adapting to a Global Workforce: Managing Remote Teams Effectively

Playvox

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

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Building Your Best Culture in 2019

CX Accelerator

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? Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. It provides insight into the overall customer relationship and satisfaction.

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The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. The second side of that coin is the direct customer feedback related to the specific interaction in question. The old Contact Center Outsourcing (CCO) model is broken. And why would they?

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10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. As a result, the feedback could be biased and may not accurately represent a customer’s effort to obtain a solution.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

They must monitor compliance in their contact centers and ensure that all vendors they do business with are complying with regulations and Service Level Agreements (SLAs), such as performing routine employee background checks. As a result of these requests, the outsourcing partner’s performance has improved considerably.

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Workforce Optimization: What It is and Why You Need It

Playvox

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.