Performance Management with SMARTER Goals that are Revisited Throughout the Year
By Peg Ayers Most organizations have year end performance evaluations, some have quarterly reviews. Here are some tips for making
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Tag: CX supervisor
Contact Center Costs – FCR (First Contact Resolution)
FCR (first contact resolution) measures contact center cost & performance. The higher FCR rate, the higher CSAT customer satisfaction level.
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Hybrid Work Environment and Workforce Management (WFM) for Contact Centers
Hybrid work environment, in office, work from home, and remote work model require contact centers to create new workforce management
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Hybrid Work Model May Signal the Need for New Compensation Plans at Many US Contact Centers
Hybrid work model, remote work, WFH require changes in compensation plans in contact centers or call centers in the US
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Quality Control versus Efficiency? And the winner is …
Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are important
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After a Contact Center Consultant Leaves, How to Maintain Longterm Success
A contact center consultant recommends changes in People, Process, Technology and Methodology as CX assessment; to implement transformation, a call
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