Call Center Weekly
OCTOBER 9, 2017
Improved quality and performance When staff are trained on a continual basis, they move the needle on quality and performance metrics such as CSAT, QA, NPS,QA. Improved morale Why is training and development important? They impact customer churn, reduce morale, and cost more money and time over the life of employment.
CSM Magazine
DECEMBER 4, 2023
As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).
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Monet Software
SEPTEMBER 24, 2020
By taking an agent-centric approach to contact center quality management , regular QA feedback can become an opportunity for growth that agents welcome—one that improves employee satisfaction, morale, retention and yes, employee engagement. Group QA metrics into tiers, representing milestones toward interaction mastery. Here’s how. #1
CCNG
JANUARY 4, 2023
One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Government Industry sectors with the highest levels of callers reporting their biggest pain point is agents not knowing answers. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5
ClearAction
JANUARY 12, 2022
Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.
Call Center Weekly
AUGUST 14, 2017
In my opinion, there are 3 metrics that best measure a contact center's performance, and success. Now, don't get me wrong, there are many metrics that one could track, and they all have their importance. Over time, this will impact revenue, employee morale, and the ability to retain both customers and staff. What is one to do?
Call Center Weekly
OCTOBER 5, 2017
Even worse, built in metrics and SLA's may prevent it from occurring with regularity. Diversity that improves and enhances culture and morale is even better. I have over 15 years of progressive call center leadership and experience in the public, private and government sectors. On the contrary, diversity is important.
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