Calibration Feedback Service level Technology 
CX Accelerator
DECEMBER 31, 2018
We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?
NobelBiz
FEBRUARY 27, 2024
Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Optimization helps reduce unnecessary expenses while maintaining service quality. Achieving these goals requires a special balance between the human touch and technological innovation.
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Playvox
FEBRUARY 20, 2024
The rise of technology has made it easier than ever for employees to work from home or other remote locations, and many companies are reaping the benefits of this arrangement. This is a mistake as those employees who don’t receive consistent feedback, are more likely to become disengaged and even seek opportunities elsewhere.
Playvox
JANUARY 25, 2024
It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX).
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. At $14,113 to replace an agent , attrition is a costly issue.
Callminer
AUGUST 1, 2017
Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. Customer service diminishes. Too many portals…”.
Serenova
MAY 29, 2020
Encourage their feedback, which keeps them engaged. Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency. At the same time, stay open to new approaches and emerging technology.
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