Exercises Metrics Schedule adherence Technology 
CX Accelerator
DECEMBER 31, 2018
We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.
Taylor Reach Group
MARCH 27, 2018
Calculating Schedule Adherence in the Contact Center . Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Major Financial Institution Upgrading CX and Contact Center Technology with Consultancy Advice via The Taylor Reach Group, Inc. Continue reading here.
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3CLogic
NOVEMBER 10, 2021
Metric standards that don’t make sense. Technology that isn’t up to par. Go Beyond Metrics To Offer Individualized Coaching. Employees who exercise empathy can improve the customer experience , of course, but that same tactic is also a good way to ensure each of your agents feels heard and understood.
ViiBE Blog
APRIL 28, 2021
This article will teach you how to measure an agent’s performance and other important customer service metrics. Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Two crucial related KPIs that affect employee performance are schedule adherence and absenteeism.
Taylor Reach Group
AUGUST 23, 2017
Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.
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