article thumbnail

How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. 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. It helped protect supervisors against being accused of favoritism.

article thumbnail

Building Your Best Culture in 2019

CX Accelerator

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

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

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? Calibration (step six) is a necessary step to help you review objectives fairly. ” Your employees deserve your time, discussion, feedback, praise, and guidance.

article thumbnail

Best Practices for Auditing Calls to Maintain High QA Standards

TeleDirect

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Regular feedback sessions and collaborative evaluations. Implement Real-Time Call Monitoring Monitoring live calls enables immediate feedback and intervention when necessary.

article thumbnail

Guest Blog: How to Build a Comprehensive Onboarding Module for Customer Service Training

ShepHyken

Finally, the onboarding process should be open to feedback in order to calibrate it and perfect it based on the concerns of the people who go through it. A good onboarding process should continuously iterate and improve based on constant feedback. Customer service is no longer viewed as a cost-center.

article thumbnail

Improve multi-hop reasoning in LLMs by learning from rich human feedback

AWS Machine Learning

In this post, we show how to incorporate human feedback on the incorrect reasoning chains for multi-hop reasoning to improve performance on these tasks. Those confident but nonsensical explanations are even more prevalent when LLMs are trained using Reinforcement Learning from Human Feedback (RLHF), where reward hacking may occur.

article thumbnail

How To Set Up Excellent Call Center Calibration sessions?

NobelBiz

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.