CX Accelerator

DECEMBER 31, 2018

one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard. 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

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Let’s take a look at the best small business call center software features. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Let your operations team handle real-time management. The team leader has to manage the overall performance of the agent.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52