CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more. Spoils of War.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

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. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

SEPTEMBER 2, 2021

Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. We define our agents as “top producers” or “needs coaching”. Interfacing with marketing, operations, human resources, finance, and technology. Clearly this leaves one last thing to focus on “the right agent”. Dan Smitley.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Playvox

JANUARY 25, 2024

Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.

Contact Center 77

Contact Center Coaching Quality management Schedule adherence 77

Playvox

FEBRUARY 27, 2023

With one of the largest market shares in the contact center industry, Salesforce is the go-to option for contact center leaders around the world to manage customer support cases, and an omnichannel approach to CX, including voice, chat, email and SMS messaging.

Management 75

Management Schedule adherence Contact Center Coaching 75

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. It is measured as a percentage of scheduled time on the phone.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. ” Instead, they should invest in supervisor development so they are competent in everything from agent coaching to handling escalated calls to understanding and managing metrics. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62