CX Accelerator

DECEMBER 31, 2018

Best Practice: I worked with a client of mine a few years ago on a very intriguing project. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? At a leader level, do they feel like there are unclear/changing priorities? "Hey, get back to work!"

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. WFO encompasses a range of practices, from forecasting and scheduling to performance management and agent training.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

JANUARY 26, 2021

Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Read Next] 3 pillars to managing a healthy customer service team. What’s more?

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. As Lead for the ShoreGroup Contact Center Advanced Solutions (CCAS) team, Kristian is responsible for the development of ShoreGroup’s Contact Center Best Practices and Deployment Methodologies. Kristian Martell. ShoreGroupInc.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

SEPTEMBER 25, 2018

Internal quality at best is our own perception of what is important to the customer, regardless of whether it actually is important. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

FEBRUARY 20, 2024

Let’s talk about solutions and best practices you can leverage to set your remote teams up for success. The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88