CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? May 2019 be the year of authentic culture for all of us!

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Myra Golden Media

AUGUST 5, 2019

Visualizing, planning, and EXECUTING a quality monitoring program is my summer 2019 focus for my clients. On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Click here to read the original. Let’s get real for a minute.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. It’s 2019 and customers can now contact us via phone, email, chat, social media, text, and a variety of other ways through their mobile devices. A simpler form means we can evaluate more interactions and spend more time coaching our agents. Not so fast.

Quality management 69

Quality management Calibration Management Coaching 69

Customer Service Life

JUNE 10, 2019

This article was originally published on CustomerThink on April 3, 2019. While we’d like to think this quality coaching session holds some special transformational power, what’s more likely is that the eyes of both the coach and the agent go straight to the score and all opportunity to help that agent improve at their job is lost.

Contact Center 60

Contact Center Coaching Calibration Metrics 60