Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to … Continue reading → The post Bring Quality Standards to Life with Calibration and Coaching appeared first on Brad Cleveland.

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Calibration Coaching Quality management Contact Center 26

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.

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Calibration Customer Service Coaching Contact Center 83

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.

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Calibration Quality calibration Contact Center Gamification 64

Monet Software

AUGUST 11, 2020

These individuals take the lead in creating diagnostic tools like monitoring quality in live and recorded contacts, and identifying ways to train, coach and instill a quality mindset at every level. 3 Calibrate Quality Evaluations and Metrics. All of this takes expertise. 4 Drive Quality Organization-Wide. Ask the QM team!

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Etech GS

APRIL 1, 2019

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. The ideal coaching session takes no more than 15 minutes.

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Calibration Coaching Social media contact Contact Center 56

aircall

NOVEMBER 28, 2022

Maintaining fair and consistent grading with regular calibration sessions. To ensure this, Pipedrive conducts regular calibration sessions to ensure all the graders are on the same page. Before, they used the Pins for Coaching feature to flag each appeal and ensure that it was addressed. Managing agent appeals.

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SaaS Calibration Customer Service Benchmark 62

Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Coaching’s not a prescription for …

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Calibration Coaching Quality management Contact Center 20

Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair. Coaching’s not a prescription for …

Calibration 8

Calibration Coaching Quality management Contact Center 8

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. A simpler form means we can evaluate more interactions and spend more time coaching our agents. This guide is also a great way to ensure that the entire team is well calibrated as we use it as our guide during calibration sessions.

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Quality management Calibration Management Coaching 69

NICE inContact

JUNE 21, 2016

attitude that impedes getting buy-in during coaching sessions. Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions.

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Calibration Coaching Contact Center Quality management 50

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form. Quality Monitoring Form. Performance Evaluation Form.

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Calibration Call Center Consulting Consulting 40

Callminer

SEPTEMBER 5, 2017

Nabahat Shanza is a professional content writer for the blog of Dialer360. But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches? nabahatShanzA.

Call Center 140

Call Center call center software outsourcing Coaching 140

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 ).

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Calibration Coaching Feedback Customer Service 42

CustomerSuccessBox

APRIL 28, 2021

Customers mature, their behavior and expectations change requiring you to constantly calibrate. This learning when shared coaches every CSM. The post Paradigm shift in Customer Success technology with AI appeared first on The Customer Success Blog for SaaS | CustomerSuccessBox. CSMs on all past renewals. AI +CSM= Super CSM.

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Technology Calibration SaaS Upselling 52

24-7 InTouch

FEBRUARY 25, 2020

In our most recent blog post , we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. Monitor: Evaluate the program goals previously established through regular reporting and calibration sessions. ENHANCE THROUGH TRAINING.

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Brand ambassadors Customer Service Calibration Average Handle Time 52

aircall

MARCH 17, 2016

Schedule monthly calibrations with representatives from all of our different departments to review calls. Being open and transparent with your agents over time will build a culture where feedback and coaching is the norm – and fear will subside. Operations should make this a priority. Build an open and transparent company culture.

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Best practices Call Center Calibration Coaching 59

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?

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Best practices Call Center Interactive Voice Response First call resolution 104

24-7 InTouch

SEPTEMBER 9, 2022

Ongoing coaching also ensures metrics such as First Contact Resolution (FCR) and Average Handle Time (AHT) are achieved, while calibrating for quality and accuracy. This type of approach requires the right resources, such as searchable knowledge bases and extensive soft-skill training.

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Calibration Average Handle Time Customer Care Coaching 52

NobelBiz

APRIL 18, 2023

An article from Adobe Experience Cloud Blog notes that “Industry benchmarks are metrics a company can use to see how they’re performing compared to other businesses in their industry.” A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Why is benchmarking important? Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. This blog post was written by Mark Hansen.

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Calibration Coaching Call Center outsourcing 40

Expivia

APRIL 1, 2021

It is up to you to coach your middle management to know and use the appropriate tone when working with their staff. Your team will take on the personality of their coach. At Expivia, we do not coach on the floor. Just like coaching a basketball game, you praise the players on the court. How do people speak to each other?

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Consulting Consulting Call Center Coaching 52