Calibration Coaching Document 
Tethr
FEBRUARY 3, 2020
But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity. But are you really coaching?
CX Accelerator
DECEMBER 20, 2017
When you engage your employees through the narrative of celebrating, calibrating, and cultivating, they will walk out of their review refreshed and ready to attack the new year! CALIBRATE A performance appraisal is not the time for new coaching. You’ve (hopefully) been putting in the hard work of coaching this employee all year.
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Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.
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.
Serenova
MAY 13, 2020
With this critical information, you can identify exactly where each agent is delivering great service while uncovering opportunities for additional training, coaching and tools. Before recording and analyzing any calls, clearly document the goals of your quality management program. Calibrate the Process Regularly.
Quality Contact Solutions
MAY 4, 2021
Customer Profile – Provide documentation on the profile of your customer base. Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. You don’t have to start from scratch or figure it out on your own. Why do they call?
Balto
MARCH 17, 2025
Agent coaching becomes more targeted as prescriptive systems identify skills gaps and learning opportunities. Call center managers should implement regular calibration sessions where teams review sample interactions to ensure consistent evaluation standards.
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