SharpenCX
MARCH 24, 2020
Metrics motivate, create feedback channels, and provide employees with clarity in their work. But, it’s important to keep your direct competition in mind when looking at call center metrics & industry standards, too. So, how do you, as a contact center team, measure up to the rest of your industry? Overall U.S.
The Northridge Group
AUGUST 19, 2020
Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. Organizations that have transitioned from good to great stay away from solely coaching to the numbers and instead put more focus on improving behaviors. Clear coaching for continued development of staff.
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CX Global Media
MAY 24, 2018
Feedback : Known as one of the most underutilized tools in a leader’s kit, Adrianna’s focus was on individual team members. The unfortunate industry standard has been that an immense burden is placed on individual supervisors to find their own way to success – quickly.” – Click to Tweet.
Global Response
MARCH 27, 2024
Compliance reminders : Remind agents of relevant legal or regulatory compliance issues, ensuring the conversation meets industry standards. This controlled environment allows you to gather initial feedback and observe the script’s effectiveness. Solicit agent feedback. Collect customer feedback.
CX Global Media
AUGUST 27, 2018
While sharing his story of a lesson learned on the Fast Leader Show , Chris Lah Senior Director at Cincinnati Children’s Hospital Medical Center and Advisory Board Member for Call Center Coach said something that has resonated with me in a lot of ways. Focus, delegate, and most importantly ignore the things you need to ignore.”
NobelBiz
APRIL 18, 2023
The customer satisfaction score aims to get feedback on specific topics such as products or services, quality of interactions with call center agents or after-sales support, purchase procedures, customer experience impression, etc. A study by ICMI found that “Coaching is proven to help agents reinforce key behaviors and skills.
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. They don’t do anything else except maybe monitor a few calls and give some feedback. Continuous coaching and training helps mitigate this risk.
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