SharpenCX

APRIL 29, 2020

Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Nicereply

MARCH 14, 2023

This highly entertaining book will help you to polish and perfect this crucial skill. It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. Books on business acumen 3.

Management 98

Management Call Center Metrics Entertainment 98

C3Centricity

SEPTEMBER 12, 2016

Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. The lowest acceptable service level at the highest price possible? You could take the luxury coach service from Puno to Cusco and arrive four hours earlier. And the seats, oh the seats!

Airlines 91

Airlines Coaching Banking Customer centricity 91

Amity

NOVEMBER 11, 2013

The value a Disneyland customer receives is entertainment, and entertainment is clearly experiential. However, what Disneyland sells is a service and they manage the delivery of that service extremely well. In a very real way, all of Disneyland is a service. Service Level. Touch Points. Static, Dumb.

SaaS 48

SaaS Entertainment Construction CRM 48

SmartKarrot

JULY 29, 2021

Engage in the direct support, coaching, and development of direct reports. Identify and implement technology and processes to scale implementations and channel partnership development. Remain current on industry trends and technical information, as well as the competitive landscape. Manage the renewal process for channel partners.

Upselling 12

Upselling Entertainment Metrics Coaching 12

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76