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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.

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Lesson #17 Revisited: The Survey Is Dead. Long Live the Survey! (And AI is Helping)

PeopleMetrics

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. When multiple departments at a company independently reach out to the same customer, feedback becomes diluted and, frankly, annoying to the customer. Surveys get a bad rap for two main reasons.

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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.

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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

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Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Employees expect and deserve feedback and guidance on their performance. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. Most companies skip calibration, but I don’t want you to make this mistake. Expecting Coaches to Coach Without Training.

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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.

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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.