CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What How do you think you’re doing?Anything

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Balto

MARCH 17, 2025

Supervisors should focus on specific call segments where agents struggled rather than overwhelming them with broad feedback. Optimizing Customer Journeys Customer journey mapping combined with analytics reveals friction points that frustrate callers and drive up costs.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Outsource Consultants

MARCH 31, 2025

A robust QA program identifies areas for improvement and ensures consistency across all customer interactions. Implementing Advanced Technology Solutions Insurance call centers can significantly enhance their performance by adopting cutting-edge technology solutions.

Call Center 67

Call Center outsourcing Customer centricity Chatbots 67

ChurnZero

OCTOBER 20, 2020

One of the best ways to identify the areas that can be standardized vs. the areas that needs to be customized per customer is going through a customer journey mapping with your team. Make sure to include all stakeholders in the journey mapping process. Customer Success offerings. .

Journey mapping 40

Journey mapping Calibration Upselling Consulting 40

NobelBiz

MARCH 26, 2024

Customer journey mapping tools: Visualizing and analyzing customer journeys to identify pain points and optimize touchpoints for a seamless experience. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52