The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

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

BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. Turning Data into Value The real value for our contact center clients comes not just from the insights themselves, but from the actionable recommendations we develop.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

UJET

JUNE 4, 2021

Ready to modernize your own contact center? This is especially true for customer service and contact centers, where the drive to digital can’t come at the expense of exceptional customer service. Remember that digitally transforming your contact center is a means, not an end. Establish Your Transition Plan.

Contact Center 121

Contact Center Calibration Government Accountability 121

Playvox

NOVEMBER 3, 2021

This is more important now with the rise of contact center agents working remotely. But in a professional environment, a performance calibration meeting among leaders: Ensures accuracy and consistency of performance ratings: These sessions should clearly define each performance rating, so they’re awarded accurately and consistently.

Contact Center 103

Contact Center Calibration Construction Morale 103

Myra Golden Media

JULY 12, 2019

In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods. Continue the Conversation with Me?

Contact Center 136

Contact Center Calibration Coaching Feedback 136

HGS

MARCH 18, 2015

Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.

Contact Center 100

Contact Center Government Calibration Business Process Outsourcing 100

Myra Golden Media

JULY 15, 2019

Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Calibration keeps everyone who monitors and coaches consistent and fair. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

Calibration 153

Calibration Coaching Morale Feedback 153

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.

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Expivia

OCTOBER 4, 2021

This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. But, we’re getting ahead of ourselves… If you decide to outsource your contact center needs, you need to do it right. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Call Center Weekly

SEPTEMBER 14, 2017

I am constantly reminding everyone how important the QA team is to the contact center's success. Therefore, it is necessary that contact center leaders align quality and satisfaction. One way to do this is through QA calibrations. I have led or consulted contact centers of various sizes across numerous industries.

Calibration 143

Calibration Government Contact Center Surveys 143

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! )

Contact Center 71

Contact Center Calibration Quality management Call Center 71

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Be consistent with your calibration frequency.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

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

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

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. Calibrate the Process Regularly. Data-driven feedback is most useful for helping agents improve, and this kind of calibration ensures consistency.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

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

Toister Performance Solutions

MAY 9, 2024

A quality assurance analyst was reviewing a contact center agent's calls. Here's a sample rubric for the friendly skill: Step 5: Calibrate There's still going to be some level of subjectivity with these skills. The final step is to calibrate everyone to the rubric so the team views each skill the same way.

Calibration 92

Calibration Customer Service Feedback Contact Center 92

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. A regular review cycle allows for ongoing evaluation and improvement.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

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

Myra Golden Media

AUGUST 5, 2019

In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

BlueOcean

JANUARY 27, 2020

You can ask all the right questions in the contact center RFP and still struggle to understand how their culture might or might not align with your own. That’s why, if time and budget allow, we always recommend a site visit before you go to RFP ( read our Guide to On-Site Contact Center Visits here ). Got 15 minutes?

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

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

Contact Center Pipeline

DECEMBER 1, 2016

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today, it is a best practice followed by the vast majority of us. Customers now […].

Best practices 170

Best practices Surveys Contact Center Feedback 170

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. Where does quality calibration come into play?

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

pindrop

AUGUST 16, 2021

Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. A more efficient authentication process is one that is capable of calibrating the authentication requirements based on the desired action of the caller.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Voxjar

JUNE 5, 2021

But, while some things are easy to rate, what do you do about more subjective things like customer […] The post Call Center Call Calibration - The Complete Guide appeared first on Voxjar: AI for Call Center Quality Assurance. QA is a very important component of customer satisfaction across industries.

Calibration 40

Calibration Call Center Contact Center Customer Service 40

Toister Performance Solutions

MARCH 21, 2019

I've worked in contact centers, so I've experienced this first-hand. Q: What are some tips on calibrating your team/creating a consistent definition for outstanding customer service in regards to your individual business? Calibration is an ongoing process. All clients are remote.) What does it mean?

Calibration 80

Calibration Customer Service Wait times Contact Center 80

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. There’s been a bit of a debate among my peers in the contact center industry in recent years over the relevance of quality scores and there are a couple hotly contested issues. Image by Amanda Powers from Pixabay. Click here to read the original.

Contact Center 60

Contact Center Coaching Calibration Metrics 60

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. Calibrate with all scorers.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

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

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

BlueOcean

NOVEMBER 13, 2019

Outsourcing Content and Ad Review to Your Contact Center. Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. We calibrate weekly to ensure both teams are interpreting policy consistently. Looking to get content review off your hands?

outsourcing 48

outsourcing Contact Center Calibration Average Handle Time 48

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

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