Contact Center Pipeline

JANUARY 20, 2016

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors.

Coaching 100

Coaching Calibration Contact Center Call Center 100

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. By: Colin Taylor. A better approach is to look at the quality process as two sides of the coin. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Monet Software

AUGUST 11, 2020

There comes a point in the SMB call center and help desk evolution when, to put it bluntly, spreadsheets aren’t getting it done, and live call monitoring isn’t enough to meet heightened QM objectives. Suddenly, contact center leaders start asking themselves—is it time to establish a QM team ( gasp! ) All of this takes expertise.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Myra Golden Media

AUGUST 5, 2019

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

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Serenova

MAY 13, 2020

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. You can determine the coaching and training that will have the greatest impact on customer experience. Calibrate the Process Regularly.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

NobelBiz

FEBRUARY 15, 2023

You must assist the call center in ensuring the accuracy of its quality measurement procedures. Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. Key Points: Call Center Calibration measures how well the call center works as a whole.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. What Is Quality Assurance in Contact Centers? Quality assurance (QA) in contact centers forms the foundation of exceptional customer service. Actionable Feedback Loops: Provide timely, constructive feedback to agents.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Customer Service Life

SEPTEMBER 7, 2018

Let’s pause for a moment and acknowledge that the proposition of cutting quality assurance — a resource-intensive process in most contact centers — and allowing customers to handle it would certainly be attractive to many contact center leaders. CSAT is sometimes measured too early in the process.

Quality calibration 99

Quality calibration Calibration Surveys Coaching 99

Customer Service Life

JANUARY 15, 2019

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. One of my favorite conversations is with contact centers leaders who don’t see a point in quality scores at all. Clearly verifying customers should be a priority when coaching Bob.

Calibration 77

Calibration Quality calibration Coaching Contact Center 77

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Calibration is key when measuring quality to ensure any suggestion of bias is removed.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Over the past decade, there has been a significant increase in client organizations focusing on the quality of the interaction and the satisfaction of the customer or prospect with their interactions via the Contact Center.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Optimize Contact Center performance. Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Warmest regards, Laura Sikorski – Independent Call Center Consultant. Increase productivity.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. 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

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? Provide Feedback.

Calibration 40

Calibration Call Center Best practices Feedback 40

Customer Service Life

JUNE 17, 2019

I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Imagine increasing your talent pool for quality contact center managers by hundreds! Calibrate with all scorers. The app does all of that for you.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Customer Service Life

JANUARY 18, 2019

For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. 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.

Calibration 83

Calibration Customer Service Coaching Contact Center 83

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Balto

MARCH 17, 2025

Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Smart contact centers use post-call surveys and speech analytics to identify recurring pain points. Decision support systems suggest optimal next steps for agents during live calls.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

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.

Calibration 26

Calibration Coaching Quality management Contact Center 26

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

COPC

APRIL 1, 2022

Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. QA primarily evaluates agent performance and provides information for coaching. Whether we use the information to coach and manage agent performance or for broader decision-making?—?unreliable

Customer Experience 95

Customer Experience Management Coaching Calibration 95

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.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. 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. Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

pindrop

OCTOBER 21, 2021

The contact center of the future is already here. Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. These trends have driven contact centers to invest in capacity increase, workflow automation, and process improvements.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. 6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways. By: Peg Ayers , MBA, CCXP. What are you thinking?

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

Robert Davis

DECEMBER 18, 2019

I was sitting in on a company calibration between the client and the contact center BPO. There was very little follow-up coaching. Is coaching and development part of your organization’s DNA? Are your leaders doing all the coaching they should be doing? By Brad Baumunk , President and COO, Robert C.

Calibration 9

Calibration Coaching Call flow Contact Center 9

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. attitude that impedes getting buy-in during coaching sessions. DO: Hold recurring calibration sessions. Calibration with all the stakeholders helps ensure that monitoring and scoring is done consistently.

Calibration 50

Calibration Coaching Contact Center Quality management 50

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Customer Service Life

AUGUST 28, 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. That’s what it means to be a modern contact center. Use NA for certain questions.

Quality management 69

Quality management Calibration Management Coaching 69

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78