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

DMG Consulting

JANUARY 10, 2019

Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Do we still need to do calibration sessions? Calibration is a critical component of a successful AQM program, as it is in a traditional QM process.

Calibration 48

Calibration Quality management Best practices Analytics 48

NobelBiz

FEBRUARY 15, 2023

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

Calibration 52

Calibration Call Center Call Logging Quality management 52

NobelBiz

APRIL 3, 2023

Call center quality management (QM) is an essential process that helps businesses ensure their call centers are meeting customer expectations and delivering quality services. This comprehensive article will dive deep into call center quality management. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. Finding trends at the team and location level lets you provide targeted group training to create larger performance impacts. DO: Hold recurring calibration sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Playvox

FEBRUARY 29, 2024

AI for Quality Management As we think about the future of customer service, Quality Management (QM) is also seeing a major makeover in its use and application. For example, if you are looking at implementing an AuoQA solution, you’ll want to test the solution to calibrate against any system you are using today.

Interactive Voice Response 79

Interactive Voice Response Customer Service Contact Center Chatbots 79

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104