CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Best Practice: I worked with a client of mine a few years ago on a very intriguing project. May 2019 be the year of authentic culture for all of us!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. One best practice recommended by experts is to have the agent discuss what they believe to be their strengths and weaknesses during coaching sessions.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Talkdesk

JUNE 7, 2019

Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift? This percentage is known as shrinkage.

Call Center 46

Call Center Schedule adherence Average Handle Time Contact Center 46

Talkdesk

JULY 16, 2019

Determining whether or not you are meeting your business goals is simple enough, and modern contact center technology is well equipped to give you all the data you need about conversions, average handle time, customer wait time, schedule adherence and more. The post What is Call Center Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43