Business Process Outsourcing Coaching Metrics 
TeleDirect
OCTOBER 20, 2021
Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.
Call Center Weekly
NOVEMBER 26, 2018
True, having spent over 30 years leading centralized customer contact and back office functions, from Business Process Outsourcers to captive operations, from on shore to near shore to off shore to virtual workforce, from pre-IPO to giant global public firms, does inform my perspective. Seriously…go.
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TeleDirect
DECEMBER 2, 2019
How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits. Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience.
Callminer
FEBRUARY 21, 2018
Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”.
Help Scout
SEPTEMBER 16, 2021
But that doesn’t mean that every outsourcing experience is a great one. There’s a reason outsourcing has a bad reputation, and even though the industry has gotten more competitive, even the best business process outsourcing (BPO) company can produce subpar results if the right environment isn’t created.
Transparent BPO
SEPTEMBER 17, 2019
“I worked for some large companies, all of which had some form of action plan built around metrics,” he says. “While every company I worked for had an action plan, it was focused strictly coaching for metrics,” says Williams. “You can’t coach to AHT itself,” notes Williams.
Tethr
OCTOBER 4, 2018
The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends?
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