CSM Magazine

OCTOBER 8, 2024

We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. Effective leadership plays a crucial role in quality management by offering colleagues direction and motivation, and fostering a culture of continuous improvement and innovation. Our benchmarking report rated us 8.9/10

Customer Service 52

Customer Service Calibration Benchmark Quality management 52

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. provides consulting, training, certification, benchmarking and research for operations supporting the customer experience.

Calibration 64

Calibration Best practices Benchmark Quality management 64

COPC

AUGUST 16, 2022

A quality form that captures what matters most to your customers brings you closer to aligning QA scores and CSAT results. TURN YOUR QUALITY ASSURANCE PROGRAM INTO A TRUSTED SOURCE FOR CUSTOMER INSIGHTS WITH COPC® BEST PRACTICES FOR QUALITY MANAGEMENT TRAINING. Measure Three Quality Metrics vs. One Overall Score.

Calibration 78

Calibration Metrics Benchmark Surveys 78

Balto

SEPTEMBER 26, 2024

Understanding Call Quality Assurance (QA) Call center QA reviews play a crucial role in evaluating the effectiveness of quality assurance programs. Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions.

Call Center 52

Call Center Coaching Morale Calibration 52

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83