Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching. Surveys that “only” ask you to rate agent performance. Trust and Fairness.
AWS Machine Learning
MAY 23, 2023
A recent PwC CEO survey unveiled that 84% of Canadian CEOs agree that artificial intelligence (AI) will significantly change their business within the next 5 years, making this technology more critical than ever. This is a guest blog post co-written with Vik Pant and Kyle Bassett from PwC.
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Voxjar
MAY 22, 2018
Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). Did your rep: Follow the greeting script. Script Adherence. Did your rep: Follow the correct script. Sound natural when following the script.
Callminer
AUGUST 1, 2017
Bill Dettering is the CEO and Founder of Zingtree , a SaaS solution for building interactive decision trees and agent scripts for contact centers (and many other industries). Interactive agent scripts from Zingtree solve this problem. Agents can also send feedback directly to script authors to further improve processes.
Customer Service Life
AUGUST 10, 2017
When going through this exercise, make sure that these don’t become scripts. The moment they become scripts they become disingenuous and can quickly backfire with customers. These skills make the necessary human connection required in order to solve the issue the customer contacted you about in the first place.
TMP Direct
MARCH 24, 2015
Frequent, regularly scheduled “call calibrations” provide our Call Center Management Team with client feedback about our call handling procedures and abilities. At these sessions, we often brainstorm about new scripting or product information at these sessions. At TMP Direct, we embrace this philosophy.
Customer Relationship Metrics
JANUARY 11, 2017
Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.
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