The Northridge Group

AUGUST 19, 2020

Companies that want to take their call centers from good to great should focus on these four areas: Clearly defined and focused metrics. Focus your metrics around what is critically important to your organization’s customer base. Therefore, your metrics need to be customized. Clear coaching for continued development of staff.

Contact Center 145

Contact Center Coaching Call Center First call resolution 145

Steve DiGioia

JUNE 26, 2023

We use numerous metrics to gauge customer sentiments. Does this mean that metrics, certifications, and expert suggestions don’t have value? Hold Your Team Accountable When mistakes happen, don’t discount them. Hold your team accountable for their mistakes. If needed, retrain, coach, or give additional support.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

CCNG

APRIL 20, 2022

For example, a digitized agent coaching system enables team leaders to document their support interactions with agents and simultaneously capture key metrics about every touchpoint relevant to their routine. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

Customer Experience 195

Customer Experience CCNG Gamification Analytics 195

The Northridge Group

JANUARY 9, 2020

Unfortunately, this approach fails to take into account that you cannot change behavior by measuring anything other than behavior. The solution to creating a program that actually drives to improved customer experience or improvement in any other key performance metrics, is to design a behavior-based quality program.

Customer Experience 131

Customer Experience Coaching First call resolution Metrics 131

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. Then get to work in embedding those factors in your hiring, training, communication, recognition, accountability, etc.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Integrity Solutions

MARCH 11, 2025

Typically, when leaders are evaluating sales performance, they will look at metrics like revenue, conversation rates, quota attainment, average deal size and average sales cycle length. It also helps create relationships across the account, not just with a single rep. What is a Performance Dashboard?

Sales 52

Sales Metrics CRM Coaching 52

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. The most challenging people skill to learn and use seems to be replacing defensive reactions with simple accountability. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

Callminer

SEPTEMBER 23, 2020

Call centers that implement agent performance management solutions equip their agents with the ongoing coaching and training needed to perform at their best. Keep metrics in mind and up to date. Leverage speech analytics software for ongoing training and coaching. Why is it that you’re calling, what prompted the call.”

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

Tethr

JUNE 1, 2020

Start holding agents accountable for customer experience by aligning agent performance with business outcomes. Traditional QA scorecard criteria doesn’t allow businesses to measure the metrics that matter most. The post Measure the agent performance metrics that matter to your business appeared first on Tethr.

Metrics 72

Metrics Scripts Coaching Accountability 72

Callminer

SEPTEMBER 7, 2017

This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights. . Average speed of answer is one of the most important metrics for call centers to measure. Included in this metric is the time a caller waits in a queue. Customer Abandonment.

Call Center 140

Call Center Interactive Voice Response Abandon rate Average Handle Time 140

SharpenCX

APRIL 14, 2020

Metrics are more than just numbers on a page. Metrics don’t exist in a vacuum. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress. When they work in a relationship with one another, your metrics can measure success and failure and recognize progress.

Metrics 84

Metrics Customer Service Employee engagement Morale 84

Calabrio

MARCH 11, 2025

Identify nuanced sentiment: AI detects subtle emotional cues, providing a deeper understanding of customer satisfaction beyond surface-level metrics. Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Balto

JANUARY 6, 2025

Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports. Flexible Pricing Options: LiveAgent offers flexible pricing plans that suit your business growth rate to maximize scalability, with options like customizable ticket fields and unlimited email accounts.

Call Center 52

Call Center Coaching Surveys Contact Center 52

BlueOcean

DECEMBER 2, 2024

How do metrics and standards play a role in exceptional customer service? Paul: Metrics and standards lay a solid foundation for measuring the success of your employees, but you have to be aware of how those standards impact the customer experience. I look for how engaged a candidate is in this conversation. Are they listening?

Customer Service 62

Customer Service industry standards Contact Center Average Handle Time 62

Totango

JULY 23, 2021

He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. In baseball, the success of the team starts with the right coach. Excellent athletes who work together on both offense and defense to win the game.

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Balto

MARCH 17, 2025

Its not just about tracking basic metrics anymoreits about gaining comprehensive insights that drive strategic decisions. Key Metrics for Measuring Success Tracking the right performance indicators separates thriving call centers from struggling operations. This metric transforms support from cost center to growth driver.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. The problem: Agents are at the frontline when it comes to customer experience – and so their performance plays a huge factor in company metrics.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

Call Center Weekly

JULY 18, 2017

You can show your employees you trust them, and still hold them accountable for their production. Assign projects with deadlines, track metrics, and/or assign tasks as required. Setting goals, assigning projects, and checking progress keeps your employees accountable. What is an alternative?

Morale 120

Morale Employee engagement outsourcing Coaching 120

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. How real-time call metrics transform decision-making A successful decision-making process needs actionable data. Here are a few ways real-time call metrics transform decision-making.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Balto

MARCH 3, 2025

These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention. Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. This creates a more efficient workflow and reduces customer wait times.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Integrity Solutions

NOVEMBER 23, 2020

Some of the common issues we hear involve: Providing consistency across channels Overcoming employee complacency Finding new ways to connect with customers and accelerate service delivery Time and cross-training Consistent, effective coaching on customer-centricity. What Is Customer-Centric Thinking? Why Customer Centric Firms Are Successful.

Customer centricity 124

Customer centricity Coaching Finance Sales 124

TechSee

MARCH 7, 2023

Deborah Woods, Contact Center Manager, Costa Express Limited – With a strong track record of exceeding business metrics and a leader who can influence people at all levels and negotiate effectively, Deborah is a professional, goal-oriented people manager. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Fonolo

APRIL 8, 2021

FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. What is First Call Resolution in Call Center Metrics? Provide regular training and coaching sessions with focus on improving FCR. The Only Call Center Agent Performance Metrics You’ll Ever Need. Implement a Visual IVR.

First call resolution 129

First call resolution Interactive Voice Response Call Center Best practices 129

Amity

NOVEMBER 28, 2018

Things I’ve done included developing the playbook and strategy, managing the people, really helping to coach and train my team, as well as working with the clients directly. I am the GM, the coach and the player. My first Customer Success role was Nulogy – it used to be called Technical Account Manager.

Coaching 106

Coaching SaaS Metrics Accountability 106

Customer Relationship Metrics

JULY 26, 2017

Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

Coaching 91

Coaching Metrics Average Handle Time Consulting 91

Customer Service Life

SEPTEMBER 7, 2018

A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. While I’d argue that customer satisfaction is most certainly a quality metric, it should never replace your quality assurance efforts. This is one easy way to insert CSAT into your quality calibrations and coaching.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

JustCall

NOVEMBER 24, 2022

Soon after the SDRs or Sales Development Reps have done their job, AEs or Account Executives are sales professionals who are the first ones to interact with prospects. Account Executives, often called Sales Managers, are responsible for closing company sales and are directly responsible for generating revenue for your business.

Accountability 52

Accountability Calibration Sales B2B 52

The Northridge Group

NOVEMBER 9, 2022

These approaches fail to take the larger CX into account and result in missed opportunities to delight customers while improving the working experience for associates. Companies with a poor feedback management system or which stress performance metrics are seeing a trend toward service decline in associates with a long tenure.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

Customer Service Life

AUGUST 22, 2019

Let’s first look at the three most popular customer survey metrics and how they’re measured and then I’ll share a way to approach the results more holistically. We found that many of our clients track this metric but few give any visibility to the contact center or hold them directly accountable. Customer Satisfaction (CSAT).

Contact Center 107

Contact Center Metrics Surveys Coaching 107

CrazyCall

APRIL 9, 2019

Alice Heiman is a sales coach and internationally renowned sales expert who demonstrates business owners and SMBs how to generate leads, handle objections and close more deals. Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. Alice Heiman.

Sales 133

Sales Consulting Consulting Coaching 133

Integrity Solutions

JANUARY 18, 2021

If you’re a sales leader, make a plan to devote some of your coaching time to discussing with your salespeople the lessons of 2020 and how they will apply those to grow their book of business and reach their goals in 2021. To set tangible goals, salespeople need to be able to answer key metrics questions — for themselves, not just for you.

Sales 123

Sales Coaching B2B Metrics 123

Fonolo

APRIL 29, 2021

Here are some other call center roles you may consider hiring: Trainers/coaches. It manages everything from call routing to the interface agents use to manage customer queries and/or accounts. That’s why you’ll need a performance analytics tool to track key performance indicators (KPIs) and other metrics. Quality assurance.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Callminer

NOVEMBER 18, 2020

I was not helpful in any way, and I wouldn’t be surprised if they canceled their account. Establish key performance metrics that reflect the customer experience; evaluating trends and identifying defects. The customer had no idea what was going on, and I couldn’t hang up. Never eat while on the phone.

Contact Center 345

Contact Center Call Center Gamification Wait times 345