COPC

SEPTEMBER 30, 2022

RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. First awarded this prestigious recognition in March 2021, COPC Inc. About COPC Inc.

Calibration 62

Calibration Best practices Benchmark Quality management 62

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. DO: Hold recurring calibration sessions. This is especially true when you tell them to measure subjective qualities like empathy. DO: Aggregate, track, and share results.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Outsource Consultants

JANUARY 16, 2025

Technology Integration: Leverage AI-powered tools for speech analytics, sentiment analysis, and automated scoring. Modern QA platforms offer features like call recording, screen capture, and analytics dashboards. A healthcare sector client implemented an AI-powered speech analytics tool to evaluate 100% of their calls automatically.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Playvox

FEBRUARY 29, 2024

With AI-powered analytics and predictive modeling, businesses can analyze customer data to identify patterns and trends, allowing them to proactively address customer needs. AI for Quality Management As we think about the future of customer service, Quality Management (QM) is also seeing a major makeover in its use and application.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

Playvox

SEPTEMBER 20, 2023

One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Let’s start by defining what is considered quality management.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Quality Monitoring Form. Trends in Quality Assurance: Less punishment more training. Speech analytics. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Performance Evaluation Form.

Calibration 40

Calibration Call Center Consulting Consulting 40

Balto

SEPTEMBER 26, 2024

This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today. With the advent of advanced analytics, artificial intelligence, and machine learning, quality assurance has evolved into a data-driven discipline. Solution: Leverage technology for efficiency.

Call Center 52

Call Center Coaching Morale Calibration 52