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. Include your agents.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Customer Service Life

AUGUST 28, 2019

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. The good news is that modern doesn’t have to overcomplicate your quality process. Use NA for certain questions.

Quality management 69

Quality management Calibration Management Coaching 69

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

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? Are you taking the right steps to evolve toward workforce engagement management? It’s also sometimes referred to as quality assurance.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

AUGUST 26, 2024

GenAI is the missing link in many existing and emerging contact center solutions, particularly those based on conversation analytics technology, because it can improve both the applications’ implementation and ongoing performance. Signup for DMG’s free monthly newsletter.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Myra Golden Media

JULY 15, 2019

Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Calibration Strategy. Introduce Quality Program to Employees. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Makes connection.

Calibration 153

Calibration Coaching Morale Feedback 153

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Playvox

FEBRUARY 29, 2024

According to DMG Consulting , customer service contact centers that have implemented an IVR system typically handle approximately 55 to 95 percent of the calls, depending on the vertical and the effectiveness of the system. But, rather than replacing contact center agents, IVRs automate run-of-the-mill inquiries.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

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 Self service Multichannel 95

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

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

COPC

SEPTEMBER 30, 2022

The innovative technology aligns quality results with the customer experience and key business metrics. Management at all levels can receive actionable real-time data and immediately uncover the root causes of performance issues. As a leader in the contact center industry, COPC Inc. About COPC Inc.

Calibration 64

Calibration Best practices Benchmark Quality management 64

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 26

Calibration Personalization Quality management Contact Center 26

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 26

Calibration Coaching Quality management Contact Center 26

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 20

Calibration Coaching Quality management Contact Center 20

COPC

AUGUST 16, 2022

A quality form that captures what matters most to your customers brings you closer to aligning QA scores and CSAT results. TURN YOUR QUALITY ASSURANCE PROGRAM INTO A TRUSTED SOURCE FOR CUSTOMER INSIGHTS WITH COPC® BEST PRACTICES FOR QUALITY MANAGEMENT TRAINING. Measure Three Quality Metrics vs. One Overall Score.

Calibration 78

Calibration Metrics Benchmark Surveys 78

Balto

SEPTEMBER 26, 2024

This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today. The digital revolution of the late 20th and early 21st centuries brought about another transformation in call center QA.

Call Center 52

Call Center Coaching Morale Calibration 52

Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

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. By Donna Fluss. Include a module in the new agent training program that fully explains the QA program.

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. Technology is a tool, and is most effective when utilized by a team of trained quality analysts at the helm. DO: Hold recurring calibration sessions. DON’T: Think of technology as a panacea.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Sikorski's Think Abouts

APRIL 5, 2015

Optimize Contact Center performance. Own the quality of their team. Provide the calibration function. Result in suggestions to improve procedures. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Identify opportunities to improve each agent. Modify agent behavior through coaching.

Coaching 45

Coaching Calibration Contact Center Call Center 45

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 8

Calibration Coaching Quality management Contact Center 8

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Quality Monitoring Form. Trends in Quality Assurance: Less punishment more training. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form.

Calibration 40

Calibration Call Center Consulting Consulting 40

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83