Toister Performance Solutions

OCTOBER 26, 2017

The relationship between staff and service level is not linear – it’s exponential. Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Greg Collins.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Contact Center Geek

MARCH 7, 2018

In her book, Chief Customer Officer 2.0 , Jeanne Bliss, wrote about the five competencies for customer-driven growth (see also [link] ). Use AHT data to tell you where to examine your coaching, processes, and training. Stop trying to manage AHT at the individual level.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56