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? The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 13, 2023

But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% It requires a multi-level approach to ensure success today and in the years ahead.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. And that can lead to costly issues like overstaffing or missing service level agreements.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

NobelBiz

FEBRUARY 27, 2024

Read Case Study Watch video What to Optimize to Boost Call Center Performance Agent Performance Optimizing agent performance is crucial for improving call center operations and, by extension, the customer experience. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Taylor Reach Group

DECEMBER 7, 2018

It’s because we tend to look at occupancy across much broader time periods–heck, for the day it was only 73%–and we tend to track intervals based on whether we made or lost service level. The absence of Service Level Agreement with HR to provide Disciplinary Action approvals in a timely manner.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. And our studies have shown that constant recognition reinforced with small, cost-effective gifts can increase productivity by 20%.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334