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https://fonolo.com/blog/2018/05/how-to-effectively-set-goals-with-your-call-center-team/
May 09, 2018 · S.M.A.R.T. Goal-Setting for Call Center Agents. The S.M.A.R.T goal-setting framework is an incredible outline to help you develop practical and meaningful goals with your customer service agents. They work because a specific goal is far more likely to be accomplished than a vague or abstract general goal.
http://www.smartcustomerservice.com/Columns/Expert-Advice/The-Top-Contact-Center-Goals-for-2017-116000.aspx
Jan 27, 2017 · The top contact center servicing goal for 2017, selected by 60.9 percent of respondents, is to deliver an outstanding customer experience. This has been the top goal for the past three years, although fewer companies prioritized it for 2017 than in 2016.
https://www.talkdesk.com/blog/selecting-a-call-center-service-level-objective/
Jan 14, 2014 · Your employees’ satisfaction can make or break a call center operation. Thus, making sure that they are not experiencing the repercussions from angry callers who waited in long queues or overwhelmed from strict scheduling is essential when selecting your service level objective. Business goals and objectives
https://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=52944
Mar 01, 2009 · The contact center is part of a larger organization-and its goals must reflect that. ... Top 10 Contact Center Goals. For the rest of the March 2009 issue of CRM magazine, ... Web 2.0 technologies can support your customer service processes. A Weak Connection.
https://aircall.io/blog/call-center/20-best-practices-for-call-center-agent-training/
11. Offer incentives for achieving team goals. Another call center customer service best practice is to offer incentives each month to our agents who successfully meet their team goals. For example, handing out tokens for prize draws. 12. Use speech analytics to identify agent training opportunities
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