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Lesean Patterson
Sam Lopez
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Maranda Hillam
Sam Lopez
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Metric Formula
((Metric Detail + Metric Detail) * Metric Detail) / Metric Detail
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Notes
Where are we? (Current State)
Currently, most of your customers are experiencing longer hold times than the rest of your team.
Where do we need to go? (Future State)
With your current hold times averaging 40 seconds, you'll need to decrease your hold time by at least 10 seconds.
How do we get there? (Fill the Gap)
Based on top performing NPS individuals, hold times are minimized with excellent CRM utilization. Make sure to have your customer page open and prioritized when on calls. For additional help, you can also review our CRM Best Practice micro-learnings review our CRM Best Practice micro-learnings in the learning library
How will we know? (Right Direction)*
Let's sync up next week and see how your hold times are doing. Let's see if you can get down to an average of 30 seconds. If you have any questions about proper CRM usage, please send me another coaching request regarding tool usage.
Metric 2
50
