CSM Magazine

OCTOBER 8, 2024

Claire Church, Director of Service Delivery, Auto Windscreens, shares her views on Effective Service Leadership. We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. 100 by our customers in the report, compared to the service sector average of 73.4

Customer Service 52

Customer Service Calibration Benchmark Quality management 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

Playvox

FEBRUARY 20, 2024

Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier. The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88

Playvox

JANUARY 25, 2024

It is through this lens that workforce optimization has evolved to mean the business strategies, processes, and supporting automation technologies that maximize contact center and agent productivity and efficiency to allow organizations to deliver outstanding customer experience (CX). Contact centers that do so reap the following benefits: 1.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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

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 24

Calibration Personalization Quality management Contact Center 24

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 22

Calibration Personalization Quality management Contact Center 22

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Playvox

MARCH 12, 2024

Instead, share insights on performance through a comprehensive quality management program where you help your agents see how they can improve their customer interactions. 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

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

Playvox

SEPTEMBER 20, 2023

Here’s the truth: They’re best used to eliminate time-consuming, repetitive tasks that don’t directly affect customer service. 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.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. So, how do you ensure that your outsource call center agents will provide customer service that will yield great reviews from your clients or customers?

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 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

Outsource Consultants

JANUARY 16, 2025

Contact center quality assurance is the backbone of exceptional customer service. It’s not just about monitoring calls; it’s about continuously improving every customer interaction. Quality assurance (QA) in contact centers forms the foundation of exceptional customer service.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

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

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 5, 2015

Provide the calibration function. Identify opportunities to improve each agent. Modify agent behavior through coaching. Role of your QA Analysts. Monitor for compliance. Establish company standards. Identify company trends. Identify areas for improvement. Gone are the days of big brother watching. Employees want to know. How am I doing?

Coaching 45

Coaching Calibration Contact Center Call Center 45

Balto

SEPTEMBER 26, 2024

In the fast-paced world of customer service and sales, call quality assurance plays a pivotal role in shaping the experiences that can make or break a company’s reputation. 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

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes.

Calibration 153

Calibration Contact Center Coaching Construction 153

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83