Calibration Contact Center Webinar 
Myra Golden Media
JULY 12, 2019
I remember managing a contact center and having an employee say to me , “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have a bubbly tone like Tammy, but I’m good with customers.” What I did is I began meeting weekly with my supervisors to calibrate.
Myra Golden Media
JULY 16, 2019
Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. In my last contact center job, the Quality Form that was in place when I started made me dizzy. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Myra Golden Media
JULY 12, 2019
On August 9 th, I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this exclusive webinar. Here are the details of this webinar. Avoid partial points and subjective/grey areas. Continue the Conversation with Me? Even if you can’t attend, get the recording.
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.
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With the help of AI and voice data, conversations can be broken down and analyzed, helping businesses make changes to calibrate these conversations and ultimately improve outcomes. And are you ready to apply automation in the most efficient way?
Myra Golden Media
AUGUST 5, 2019
On August 9th I am hosting a webinar, Quality Form Development & Coaching. If you want to visualize, plan, and execute a quality program that drives an excellent customer experience, join me for this exclusive webinar. Here are the details of this webinar. Even if you can’t attend, get the recording.
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! )
Expert insights. Personalized for you.
238 
Let's personalize your content