Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Avaya

OCTOBER 10, 2016

In 2011, we prioritized speed to market over ensuring quality, resulting in an NPS in the low 20s. I joined Avaya in November 2011 to address this untenable situation. Here’s the Avaya roadmap to establishing a successful culture with better processes and metrics: Change Your Culture. Develop Predictive Metrics.

Benchmark 78

Benchmark Best practices Metrics Coaching 78

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. Trainer and Coach in the Contact Center Business for over 25 years. Judy McKee ?Business

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Amity

JANUARY 11, 2018

Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. We have a Product Coach Team, a Tier 2 Support Team, and a Support Team. Then, we noticed that product coaching impacted our abandon rate greatly. What metrics do you watch closely?

Abandon rate 94

Abandon rate Coaching Feedback Metrics 94

Callminer

SEPTEMBER 5, 2017

With a unique blend of marketing and communications experience coupled with a background in behavioral and situational analysis, she brings metrics-driven results and the ability to focus sales and marketing efforts in a direction that offers the highest potential for long-term, sustainable growth. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

Balto

FEBRUARY 6, 2023

The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Kate Nasser, The People Skills Coach and founder/president CAS, Inc.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98