Callminer

AUGUST 1, 2017

Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients. This will improve campaign performance overall including agents’ service levels.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Playvox

APRIL 21, 2023

Capacity planning, forecasting, and scheduling were all based on averages and educated guesses. With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Expivia

OCTOBER 4, 2021

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Expert Call Center Personnel : Trained, educated, and experienced agents in quality customer service is an absolute must. This will make sure that you get the most out of your calibration sessions. One Point of Contact.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Connecting the Dots

SEPTEMBER 7, 2020

The stuff includes constrained empowerment, poor tools, or pressure to get off the phone without fully handling or explaining the issue and without educating or connecting with at least some of the customers. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

The stuff includes constrained empowerment, poor tools, or pressure to get off the phone without fully handling or explaining the issue and without educating or connecting with at least some of the customers. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service.

Surveys 48

Surveys Education Calibration Contact Center 48

Serenova

MAY 29, 2020

These customer interactions provide the most valuable insights into improving the process and identifying where coaching and education is needed most. Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

These customer interactions provide the most valuable insights into improving the process and identifying where coaching and education is needed most. Calibrate regularly. With every service channel you open, you’re offering more convenience. But people expect all channels to reflect your best service levels and efficiency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83