Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

Construction 61

Construction Surveys Scripts Feedback 61

Tethr

NOVEMBER 5, 2020

And for each, I’ve offered some DIY advice as well as some perspective on how Tethr can help: Understand where your customers’ effort is coming from Find out what’s making the job hard for your employees Immediately start training and coaching customer service reps on experience engineering techniques. So how do we measure customer effort?

Customer effort 62

Customer effort Coaching Surveys Engineering 62

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved. good) and 5 was high effort (i.e.,

Surveys 68

Surveys Coaching Customer effort Metrics 68

Hodusoft

MAY 29, 2024

GetApp’s Category Leaders in Auto Dialer GetApp is a free online company that was founded by Christophe Primault, Jaap Gorjup, and Manuel Jaffrin in 2010. Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Amity

MAY 9, 2016

Founded in 2010, Influitive helps over 300 customers worldwide discover, mobilize, and recognize their customer advocates. We partner with either the Sales Rep or the Advocacy Coach on some accounts and make a game plan together, create our roles and work together as a team. We are on the road a lot too. You never regret a trip.

Coaching 56

Coaching Upselling Accountability Sales 56

CSM Magazine

MAY 10, 2018

According to a study published by the Harvard Business Review in 2010, providing short tutorials to new customers can alone bring down churn by as much as six percent. In addition to tutorials, customer onboarding can include a number of other techniques like classroom lessons, coach marks, elearning and so on.

Advertising 40

Advertising B2B Coaching Enterprise 40

Hodusoft

JUNE 7, 2024

In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices. The way a call center is managed goes a long way in determining its success or failure. Let’s get started!

Best practices 52

Best practices Call Center Omni-channel support Management 52

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Across respondents, the average increase in software and hardware investment per agent next year was approximately $5,495, and the average increase in coaching and training investment per agent was $10,367.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Nicereply

MARCH 14, 2023

It covers every aspect of call center management―service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, and strategy―in a well-organized and easy-to-understand format. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Entertainment Metrics 98