Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

CX Accelerator

DECEMBER 31, 2018

You might take some ideas from what they did: All leaders attended Situational Leadership II training. I've attended it as well, and found it to be one of the most practical and useful training programs for developing people.All individual contributors attended Situational Self-Leadership training.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Customer Satisfaction. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Hiring, training, upskilling, and retaining agents are activities critical to your success. Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77