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HOW TO SET PERFORMANCE STANDARDS TO ENSURE …
I walked into one contact center the other day. Up on the bulletin board was a chart of quality performance. Written on the top of the chart was the goal—95 percent quality by the end of this year.
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INCREASE EFFICIENCY BY CHANGING THE CALL …
www.responsedesign.comIs reorganization your answer? Possibly so. Especially if you are performing tasks that are better suited for other departments to perform, or if bringing certain tasks within your direct supervision would help you serve your
BUILD A COMPREHENSIVE QUALITY PROGRAM …
www.responsedesign.combuild a comprehensive quality program and become a call center hero product no. 10044
ADAPTING SCHEDULE ADHERENCE …
www.responsedesign.comIf you are implementing schedule adherence metrics, reading this groundbreaking article is a must. Schedule adherence may be necessary to provide customers the experience they desire, but it must feel “humane” to the
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