Expivia

OCTOBER 20, 2020

The other post is on 21 Questions that we ask call center managers when we are brought in to consult. Deep Dive into Your Call Center: 21 Questions We Ask When Consulting. Your customer service outsourcer is not just some company that you are buying a piece of software from, they are speaking to your customers.

outsourcing 95

outsourcing Call Center Management Calibration 95

Stafford Communications

JULY 9, 2019

The ability to effectively deliver (and humbly receive) constructive feedback is a must-have for anyone with supervisory responsibility. Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way?

Feedback 52

Feedback Healthcare Construction Consulting 52

Connecting the Dots

SEPTEMBER 7, 2020

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. It is critical to learn from employees, “What are your frustrations in giving good service?” The example below shows how to quantify such impacts.

Surveys 62

Surveys Education Calibration Contact Center 62

Customer Relationship Metrics

MAY 8, 2017

Considering that only the 5 ratings will be counted as the desired service level (discussed below), the goal is actually more difficult to achieve with a 5-point scale. If the information above has caused confusion or does not give you what you need then you should register for a complimentary consultation. References.

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

Connecting the Dots

SEPTEMBER 9, 2019

Many consulting and training organizations point directly to employee attitudes and behaviors as the cause of more than two thirds of customer attrition. It is critical to learn from employees, “What are your frustrations in giving good service?” The example below shows how to quantify such impacts.

Surveys 48

Surveys Education Calibration Contact Center 48

NobelBiz

NOVEMBER 15, 2022

In this article, we shed light on the components of an effective unified agent desktop and its significance in modern customer service settings. Having all the necessary tools in one place boosts efficiency, reduces errors, and leads to improved customer service quality. Why is it necessary? It’s tricky, right?

Call Center 52

Call Center Contact center software Contact Center First call resolution 52