Coaching Exercises Metrics Service level 
Taylor Reach Group
AUGUST 23, 2017
Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.
CX Accelerator
DECEMBER 31, 2018
Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. At a leader level, do they feel like there are unclear/changing priorities?
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3CLogic
NOVEMBER 10, 2021
Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.
SharpenCX
FEBRUARY 24, 2021
Then, use data to keep agents informed on their progress and how their metrics impact the customer service experience. How to use performance data for proactive service: Choose three core metrics to measure for the quarter, and share those metrics with your agents. Pinpoint metrics you can measure frequently.
BlueOcean
FEBRUARY 25, 2019
Your most productive agent can’t hit service level by themselves. Through the training program, we’re looking to identify and address any barriers that will hold agents back from delivering kick-ass experiences – overcoming those barriers particularly through the strategic use of role-play exercises and positive reinforcement.
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. The ‘fly in the ointment’ is increasingly becoming the underlying ‘contractual metrics’.
SharpenCX
FEBRUARY 25, 2020
Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Because ultimately, we all face some level of workplace stress. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time. Stress stress stress!
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