Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

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? They feel the pressure of meeting metrics but don’t know how and when to strike a balance. What are the goals/KPI’s that everyone is accountable for?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. 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