- Contact Centre
- Contact Center Micro
- Metrics for Managers: Lesson 16 Team Culture and Bad Behaviour
- Lesson
Metrics for Managers: Lesson 16 Team Culture and Bad Behaviour
- 6m
- Editable
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of modern contact centers and we will understand why they are used as well as the factors that impact them.
Learning Outcomes for this module include:
Understand the metrics that matter in a contact center environment , gain a fuller comprehension of why they are important. Allow your learners to see what affects the metrics and how they can control them.
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
This lesson will explore what is meant by the term resilience and why it is important both personally and as part of a team. […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
In this module, we will explore the application of the science and measurements commonly used in contact centers. These metrics are the heartbeat of […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
In this module, we will start to look at how contact center team managers can better coach their teams and the skills needed to […]
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