Best practices Calibration Document 
NICE inContact
DECEMBER 21, 2015
In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Be consistent with your calibration frequency.
DMG Consulting
JULY 26, 2018
Call Center Quality Assurance Best Practices for Empowering Agents. Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. By Donna Fluss. Include a module in the new agent training program that fully explains the QA program.
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Voxjar
JUNE 5, 2021
Two words: call calibration. In this guide, we’re going to cover everything you need to know about call calibration: what it is, why it matters, and how to do it to keep your customers—and call center agents—happy. What Is Call Calibration? What’s So Important About Call Calibration? Establish a process.
Tethr
FEBRUARY 3, 2020
Listening posts: Listening posts are weekly calibration sessions run by leaders with their teams. Document the best coaching questions: Observe how your best coaches listen and document the questions they ask while coaching. Use listening posts to gauge progress, address concerns or to select the next focal area.
Callminer
AUGUST 1, 2017
Training documentation needs to be updated regularly, and on-going training is important for improving efficiency. As Lead for the ShoreGroup Contact Center Advanced Solutions (CCAS) team, Kristian is responsible for the development of ShoreGroup’s Contact Center Best Practices and Deployment Methodologies. Kristian Martell.
Playvox
NOVEMBER 3, 2021
Teamwork, sharing knowledge and best practices feed company culture. High performers are often rewarded with bonuses, raises, and other incentives in an effort to keep the best employees. With widespread collaboration, employees are more likely engaged in their work, and embracing challenges that take them to the next level. .
Serenova
MAY 13, 2020
There are many ways to approach a successful quality management program—and to get the most out of the quality management tools you use—but the contact centers we work with find these four best practices critical to success regardless of size, industry or where agents work. Calibrate the Process Regularly.
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