When agents don’t (or can’t) adhere to their schedule, the WFM team must manage these exceptions. Some companies tolerate a certain percentage of non-compliance as a cost of doing business while other companies rely on supervisors to coach agents on the importance of adherence. Today, you can leverage automation to improve adherence, drive compliance and [...]
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Combining data from customer & employee journey maps provides insight to understand how both view the journey. ow.ly/TS0lJ2 years ago
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Quotes to Prompt a Customer Service Revolution
"The customer experience is the next competitive battleground."
"On average, every Intradiem employee expects to spend an average of 123 days of their adult life on hold, in line or waiting for a service technician. That’s more than four months of their life spent waiting!"
"In the process of getting (employee feedback), there is a very important by-product, which is that employees will feel more fulfilled, appreciated and understood."
“Adults want to know why they need to learn something before undertaking learning. Facilitators must help adults become aware of their ‘need to know’ and make a case for the value of learning.”
"Just because you answer the call quickly doesn’t mean you answered it correctly – nor does it mean that you actually helped the customer or led them to some sort of loyalty to your product or brand.”