CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 20, 2024

” Before bringing in an automated solution for scheduling, many call and support centers may have had entire teams dedicated to managing schedules, adherence, time off, and other complexities that come with managing a remote workforce and global teams. And, there is no need to go all out on the types of rewards offered.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. Prevent and close employee skill gaps with a seamless integration to coaching. WEM adds the element of employee engagement as the linchpin to delivering outstanding CX.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77