Outsource Consultants

JANUARY 16, 2025

Actionable Feedback Loops: Provide timely, constructive feedback to agents. Speech analytics tools automatically flag calls for review based on predefined criteria such as compliance issues, escalations, or positive customer feedback. Try to review a statistically significant sample of interactions across all channels.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. It means you offer the support and feedback your team needs, so they don’t push themselves to the brink of exhaustion (I learned a lesson or two on that). DO calibrate often.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Playvox

MARCH 12, 2024

This doesn’t mean giving out empty praise or insincere feedback. According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance.

Morale 78

Morale Gamification Contact Center Quality management 78

CSR Inc.

NOVEMBER 6, 2016

In addition to formal reviews, you or the QA firm will need to provide ongoing performance feedback. Positive Feedback Structure Many advocates of negative feedback believe it’s worth ruffling a few feathers to get results. In fact, research suggests the worst form of feedback may be no feedback at all.

Call Center 48

Call Center Calibration Morale Construction 48

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. In the early days, quality assurance was often an afterthought, with supervisors randomly listening in on calls and providing sporadic feedback.

Call Center 52

Call Center Coaching Morale Calibration 52

Expivia

OCTOBER 4, 2021

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Instead, you need to provide a constant cycle of constructive feedback. This will make sure that you get the most out of your calibration sessions. Have Weekly Calibration Sessions. Visit them. Communicate regularly.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

NobelBiz

APRIL 3, 2023

These professionals should be trained to evaluate calls based on specific criteria and provide feedback to agents. This involves reviewing the calls and providing feedback to agents on their performance. Feedback should be specific, constructive, and actionable.

Quality management 52

Quality management Call Center Management Calibration 52

Connecting the Dots

SEPTEMBER 7, 2020

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Implementing learnings from a well-constructed survey results in employees incentivized to give great service, empowered with the tools, information (including clear, truthful and timely answers to common customer questions and concerns) and authority needed to perform their jobs. If the customer took a survey, how would they rate the call?

Surveys 48

Surveys Education Calibration Contact Center 48

AWS Machine Learning

NOVEMBER 29, 2023

Evaluating these models allows continuous model improvement, calibration and debugging. Once in production, ML consumers utilize the model via application-triggered inference through direct invocation or API calls, with feedback loops to model owners for ongoing performance evaluation. get_config() evalaution_exec_id = datetime.now().strftime("%Y_%m_%d_%H_%M_%S")

Benchmark 111

Benchmark Metrics Engineering APIs 111