CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Taylor Reach Group

MARCH 27, 2018

Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Call Center, Contact Center and Customer Experience Events - April 2018. Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do.

Schedule adherence 48

Schedule adherence Average Handle Time Consulting Consulting 48

3CLogic

NOVEMBER 10, 2021

In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

ViiBE Blog

APRIL 28, 2021

Since they’re the most involved with customer interactions, their performance directly affects the customer experience. This article will teach you how to measure an agent’s performance and other important customer service metrics. Based on the customer feedback, try and pinpoint the agents’ weaknesses.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98