Maintain Your Contact Center’s Service Level

Maintain Your Contact Center’s Service Level

23 . July . 2022

Your contact center’s service level is an important indicator of your availability to customers—and how well-designed your strategy for managing customers and callers is.

Different contact centers measure this in slightly different ways. You could look at a specific metric—the percentage of calls answered within a set timeframe, for instance.

You've probably heard the oft-quoted industry standard of answering at least 80% of calls in under 20 seconds.

Let’s have a look on contact center service level agreement, and the two parts that typically make up this concept.

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How to Keep Remote Workers Engaged in a Virtual Team

How to Keep Remote Workers Engaged in a Virtual Team

14 . June . 2022

Remote work is becoming common practice in many industries. In the midst of the COVID-19 pandemic, more companies than ever before are allowing their employees to work from home to help flatten the curve and protect the vulnerable.

Ways to keep remote employees engaged

Here are some ways to maintain your company culture and make your virtual staff feel like they’re truly part of the team.

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Contact Center Target Operating Model

Contact Center Target Operating Model

16 . May . 2022

An effective target operating model creates clarity, alignment, and strategic direction for the contact center. By identifying an operating framework, the contact center is positioned to achieve its strategic priorities and become a source of competitive advantage.
Sharing what makes the contact center unique provides employees with a sense of purpose and a unified objective, which are great contributors in delivering a differentiated service experience.

Contact Center Target Operating Model Methodology

The foundation of target operating model emanates from four pillars: vision and mandate, people, process, and technology.

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Boost the Effectiveness of Learner Feedback

Boost the Effectiveness of Learner Feedback

7 . March . 2022

Successful organizations evaluate their training programs to optimize learning transfer from the classroom to the job. You’re probably familiar with commonly-used methods to evaluate training effectiveness, such as learner feedback, tests and assessments, role plays and simulations, observation, and customer surveys.

As part of a comprehensive training evaluation approach, these methods form a strategy to determine if a class or curriculum has had the desired impact on employee performance. Some training teams add more detail to their training evaluation yardstick, using metrics like return on investment or strategic impact, but most training managers take a more pragmatic view.

Here are five easy-to-implement ideas you can use to boost the effectiveness of learner feedback as an evaluation method:

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Time to refresh from Leadership fatigue

Time to refresh from Leadership fatigue

9 . February . 2022

Leadership fatigue can occur when we’re juggling a lot of balls, when our efforts and strategies at work fail to produce the required result, and when we’re working late nights and weekends for an extended period, etc. It can happen at any time, and has become more prevalent since the pandemic started.

Instead of suffering in silence or joining this non-movement labeled the Great Resignation, find a way that works for us to pause, reflect and refresh. And then come back for the next round and keep solving the problems by being at our best as a leader.

Here are some ideas to help.

Ideas to help us refresh leadership fatigue

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