Calibration Coaching Interactive Voice Response 
Callminer
AUGUST 1, 2017
Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. James Pollard.
Call Design
JULY 6, 2021
This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Net Promoter Score. Forecast Accuracy.
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NobelBiz
FEBRUARY 27, 2024
Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. RELATED ARTICLE What is IVR?
Customer Relationship Metrics
JULY 26, 2017
Think about the evaluation, the calibration, and the coaching. At the end of the call, the second agent transfers the customer to the post-call IVR survey. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments.
NobelBiz
APRIL 18, 2023
From intelligent call routing to AI-powered chatbots, advanced tools like ACD, IVR, or WFO software innovative solutions can streamline call center operations, automate routine tasks, and empower agents to excel. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.
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. Analytics alone wont transform your contact center.
NobelBiz
APRIL 3, 2023
Also, investing time into coaching and training can help monitor call center quality effectively. Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach. CSAT = (number of positive responses / the total number of responses) x 100.
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