CX Accelerator

DECEMBER 31, 2018

The output from the meeting was a "team charter" that outlined how they would communicate with each other. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? They feel the pressure of meeting metrics but don’t know how and when to strike a balance.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. 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

Overall, remote work has redefined how we collaborate and do business. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams. However, in order to harness all the benefits of a remote talent pool, you need to understand how to get the most out of your remote workforce.

Management 88

Management Gamification Calibration Quality management 88