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. Calibrate with your customers.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

Playvox

NOVEMBER 3, 2021

True quality management involves company leaders and employees identifying improvement opportunities and working together to resolve them. Think of the performance calibration process as the collaboration of team leaders, and it’s a crucial contact center activity that should take place as a matter of course. Recruitment.

Contact Center 103

Contact Center Calibration Construction Morale 103

Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

DMG Consulting

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.

Best practices 48

Best practices Call Center Calibration Gamification 48

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