CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Have the boss of the Supervisors do skip level 1 on 1’s with the Reps to understand how they feel and provide feedback loop to the Supervisors. Anything you want more feedback on?What How do you think you’re doing?Anything

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Myra Golden Media

JULY 15, 2019

Develop Calibration Strategy. Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? Know that developing standards and objectives will be a lengthy, challenging exercise. Calibration (step six) is a necessary step to help you review objectives fairly.

Calibration 153

Calibration Coaching Morale Feedback 153

NobelBiz

FEBRUARY 15, 2023

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. You must assist the call center in ensuring the accuracy of its quality measurement procedures.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Etech GS

APRIL 1, 2019

To help your employees buy into the idea of quality monitoring, make the exercise collaborative and inclusive. If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Gather Feedback. Allow the agent to own the solution. Reward positive performance.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

CSR Inc.

MARCH 5, 2017

In fitness, we need diet and exercise. With QA, coaching and accountability are the diet and exercise. Here are 3 recommendations for implementing a consistent call center coaching program : Perform regular calibrations to keep coaching fresh and consistent. Coaching touch points are critical to making progress.

Coaching 48

Coaching Calibration Call Center Feedback 48

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. I take my daily vitamins, do my breathing exercises, and go for a walk outside every day. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Balto

SEPTEMBER 26, 2024

Regular reviews ensure that quality benchmarks are being met and provide valuable feedback for continuous improvement in customer interactions. In the modern call center, making quality assurance improvements is far more than a box-ticking exercise – it’s the linchpin of customer satisfaction and agent success.

Call Center 52

Call Center Coaching Morale Calibration 52