Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score.

Calibration 77

Calibration Quality calibration Coaching Contact Center 77

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. Click here to read the original.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time. Track agent progress and target coaching and training. Questions abound.

Calibration 83

Calibration Customer Service Coaching Contact Center 83

DMG Consulting

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.

Best practices 48

Best practices Call Center Calibration Gamification 48

Customer Service Life

MAY 31, 2018

This article originally appeared on the FCR blog on May 9, 2018. It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).

Calibration 42

Calibration Coaching Feedback Customer Service 42

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments. .

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. On a weekly basis, schedule call calibration sessions to determine if the goals for call quality are in line with the execution and performance of the call center provider. 6) Average Handling Time.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52