CX Accelerator
DECEMBER 31, 2018
Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. 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?
CSM Magazine
JULY 19, 2023
Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.
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BlueOcean
MARCH 31, 2022
Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes. When we talk about “running the numbers” in the context of customer care, it’s a little bit like going to practice every day.
CX Global Media
JULY 12, 2019
You can never give agents schedules that they like and still meet service level!” Bill White Executive Director – Customer Care, ???Stuller, Bill’s current assignment is heading up the Customer Care team for the leading US manufacturer of fine jewelry, Stuller. Stuller, Inc.
BlueOcean
AUGUST 20, 2020
Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.
teleopti
AUGUST 23, 2019
The determination to boost occupancy levels can mean the same results are expected even when skills shortages or sickness play havoc with planned schedules. . 5 ways to strike the right balance with WFM. Better skills mean happier employees and less attrition. Collaborative working.
Toister Performance Solutions
OCTOBER 26, 2017
The relationship between staff and service level is not linear – it’s exponential. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Customer Care Manager and Vendor Oversight, UCare. Vice President, Customer Care, Gopher Sport. Greg Collins. Jeremy Hyde.
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