CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! May 2019 be the year of authentic culture for all of us!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Contact Center Pipeline

JULY 31, 2019

What will you remember about July 2019? Topics include: How to develop a customized approach schedule […]. Record-breaking heat? Amazon Prime Day?

Schedule adherence 197

Schedule adherence Employee engagement Contact Center Call Center 197

Callminer

APRIL 24, 2020

call center industry is alive and well. 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. Using contact center performance management software , like CallMiner , can help streamline the process.

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

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. What is Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43