CX Accelerator

DECEMBER 31, 2018

At a leader level, do they feel like there are unclear/changing priorities? 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. They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Take back that time spend copying records over and let the CSMs focus more on that next set of action items.

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Outsource Consultants

JANUARY 27, 2025

Five key KPIs help optimize efficiency: Average Handle Time (AHT) , Service Level , Abandonment Rate , Occupancy Rate , and Average Speed of Answer (ASA). Optimize Average Handle Time (AHT) AHT measures the average time spent on a customer interaction, including talk time, hold time, and after-call work.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

Global Response

MAY 1, 2023

The short answer is yes, but if you’re currently swimming in a sea of workforce management softwares, or looking for ways to make your call center processes more efficient, it might seem overwhelming. Understanding this in advance gives you time to scale or outsource to meet demand without compromising service levels.

Call Center 62

Call Center Management outsourcing Coaching 62

Nicereply

JANUARY 28, 2020

We’ll do a brief survey of the common elements making up a standard job description, and then we’ll paint a picture of how you can do each part better. This fact brings us to the major question: Is there a better “form” for a customer service job description? Achieve individual and team service level goals. More bullets.

Customer Service 103

Customer Service Surveys Personalization Management 103

Kayako

JULY 27, 2017

After you have conducted an NPS survey, you can do a deeper dive with follow-up surveys or additional questions. Unlike CSAT, you can hone in easily on a specific segment of your customer base and uncover how they feel about your product at a given time. Who else will find it interesting?

Metrics 80

Metrics SaaS Surveys Enterprise 80

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. While there are many benefits of remote teams, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88