CX Accelerator
DECEMBER 31, 2018
Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. At a leader level, do they feel like there are unclear/changing priorities? Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.
Playvox
AUGUST 25, 2022
Another person may not adhere to scheduled breaks or lunches. All these singular actions can negatively impact service level metrics and the customer experience. There are a couple of different ways to help customer service agents understand the ways each of them can positively or negatively impact service levels.
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Global Response
DECEMBER 2, 2022
Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off.
Toister Performance Solutions
OCTOBER 26, 2017
Twitter: @bradcleveland Explain the “why” behind schedule adherence, the importance of being “in the right place at the right times.” The relationship between staff and service level is not linear – it’s exponential. Customer Care Manager and Vendor Oversight, UCare. Brad Cleveland. Todd Hixson. Jeremy Hyde.
Playvox
JUNE 22, 2023
Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.
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