Contact Center, Exercises, Handbook and Management

Conversations with Kustomer Podcast: Are You Doing Agent Empowerment All Wrong? Featuring Michael Pace

Kustomer

SEPTEMBER 6, 2018

Michael is the Principal and founder of the consultancy The Pace of Service , which helps organizations to realize the full benefit of Customer Service, Social Business, Business Process Management, and People Leadership. Every management book will tell you that you need to empower your associates.

Exercises

Exercises Handbook e-support Contact Center

How To Set Up Excellent Call Center Calibration sessions?

NobelBiz

FEBRUARY 15, 2023

After reviewing the calls, the team reviews the employee handbook to ensure they’re complying with the standard agents are using. Some call centers will run more frequent or extended calls that include all agents on the team, or a few “tiger teams” that run individual reviews for each agent.

Call Center

Call Center How To Handbook Measurement

Customer Experience Update

Conversations with Kustomer Podcast: Are You Doing Agent Empowerment All Wrong? Featuring Michael Pace

How To Set Up Excellent Call Center Calibration sessions?

Webinars

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