TeleDirect

MARCH 20, 2025

In this blog, we will explore the best practices for auditing calls, the importance of quality assurance (QA), and how to maintain high standards through continuous improvement. Conduct Calibration Sessions for Accuracy Calibration sessions ensure consistency across QA teams. Q6: How can call centers ensure unbiased auditing?

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

AWS Machine Learning

FEBRUARY 27, 2025

How did it go? In AWS DeepRacer: How to master physical racing? , We looked at the differences between the virtual and the physical world and how we could adapt the simulator and the training approach to overcome the differences. I wrote in detail about some aspects relevant to racing AWS DeepRacer in the physical world.

Calibration 78

Calibration Analytics Management Technology 78

NobelBiz

DECEMBER 13, 2022

Calibration sessions serve this purpose for call centers.Read more from our article. The post How To Set Up Excellent Call Center Calibration sessions? When doing live or recorded listening sessions, it is crucial to routinely share your comments with supervisors. appeared first on NobelBiz®.

Calibration 52

Calibration Call Center 52

Expivia

OCTOBER 20, 2020

Being that we have over 25 years of call center outsourcing experience, we thought it could be helpful to talk about how to manage your partner while outsourcing: How your relationship should work, and what strategies you should implement. Have Weekly Calibration Sessions. Make sure your outsourcing agents know who you are.

outsourcing 95

outsourcing Call Center Management Calibration 95

Myra Golden Media

AUGUST 5, 2019

In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Voxjar

JUNE 5, 2021

And how do you standardize the level of service that customers get no matter which of your agents they find on the other end of their inquiry? Two words: call calibration. What Is Call Calibration? Calibration is a way to establish and define expectations so you can make sure they’re being met. Establish a process.

Calibration 40

Calibration Call Center Best practices Feedback 40

Quality Contact Solutions

MAY 25, 2021

How to Identify your Telemarketing Lead Generation Goals: The first step in setting up a successful telemarketing lead generation pilot program is to know which metrics to measure and the goals you’re trying to reach. The post How to Set Up a Successful Telemarketing Lead Generation Pilot Program appeared first on.

Telemarketing 98

Telemarketing outsourcing Calibration Call Center 98

AWS Machine Learning

JULY 11, 2022

In this post, we demonstrate how to label 3D point cloud data generated by Velodyne LiDAR sensors using Amazon SageMaker Ground Truth. With a combination of optimal power and high performance, this sensor provides distance and calibrated reflectivity measurements at all rotational angles. LiDAR vehicle calibration.

Calibration 96

Calibration Engineering Automotive Technology 96

Playvox

APRIL 21, 2023

With digital quality management, analysts can review omnichannel interactions with flexible scoring, gather feedback by question, and calibrate scoring to uncover customer service problems quickly. The faster you find issues, the faster you can resolve them — and see the difference in your customer satisfaction and retention.

Customer Experience 95

Customer Experience Contact Center Multichannel Self service 95

AWS Machine Learning

MARCH 20, 2023

In this post, we show you how to build and deploy INT8 inference with your own processing container for PyTorch. Import intel extensions for PyTorch to help with quantization and optimization and import torch for array manipulations: import intel_extension_for_pytorch as ipex import torch Apply model calibration for 100 iterations.

Calibration 93

Calibration Scripts Benchmark APIs 93

Myra Golden Media

JULY 12, 2019

In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Up Your Service

JUNE 16, 2015

A means of calibrating and measuring how good – or bad – is the service you provide. The post Transforming Service in the Telecom Industry: Why It’s Needed and How to Make It Happen appeared first on UP Your Service. A definition of service that applies to all working relationships.

Telecommunications 88

Telecommunications Calibration Government Scripts 88

Nicereply

JUNE 5, 2023

Table of Contents How to combine CSAT with other metrics? How to combine CSAT with other metrics? Read: How to work with your Promoters High CSAT and low NPS : These customers, although happy with your support, aren’t loyal to your product and could be at risk of churning. So be sure to do regular calibration among the group.

Metrics 98

Metrics Calibration Education Customer Support 98

Playvox

NOVEMBER 3, 2021

Related Article: How to Maintain Your Company Culture as you Scale. Instead, it’s baked into the process of how people do their work each day, and into the attitudes employees have about that work. What is a Collaborative Culture? Collaboration doesn’t just happen because someone decides to initiate it.

Contact Center 103

Contact Center Calibration Construction Morale 103

Contact Center Pipeline

AUGUST 19, 2021

I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. Wow, your baby is so… sturdy!” or “Well, he is just… got such a great head of hair!” No one would EVER tell […].

Calibration 147

Calibration Metrics Contact Center Call Center 147

Inbenta

SEPTEMBER 14, 2021

Read also: How to Leverage Chatbots for Recruitment Efforts. The question for HR managers & CEOs alike remains how to not only attract that talent but also to be able to keep employees in the long run while making sure they are happy and fulfilled. . So how to improve employee communication when employees don’t easily communicate?

Calibration 59

Calibration Chatbots Government Analytics 59

The Northridge Group

SEPTEMBER 27, 2017

AI is a powerful tool that can be leveraged to improve customer service and efficiency, but it must also be monitored, tuned, and calibrated so that it doesn’t lead clients and service awry. How to proceed. What are the downsides/limits of Artificial Intelligence?

Contact Center 136

Contact Center Calibration Analytics Chatbots 136

Certified Languages International

MARCH 24, 2020

Remote interpreters must learn to calibrate their ear to identify fluctuations in tone and match it during each interaction. . With the absence of in-person, face-to-face communication in telephone interpreting encounters, a lot of the nonverbal messaging is conveyed with the help of the tone of voice used by each party.

Calibration 70

Calibration Best practices Technology Personalization 70

Callminer

SEPTEMBER 5, 2017

This is possible with co-browsing: an instant, real-time communication solution that lets an agent and customer browse a website together and show (not tell) them what’s the issue (customers), and how to solve it quickly and efficiently (agent). MIT examples: Does the customer know how much you care? . How it’s changing.

Call Center 140

Call Center call center software outsourcing Coaching 140

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Taylor Reach Group

SEPTEMBER 25, 2018

The tired old CCO approaches to these activities won’t cut it today and we need to reimagine how these activities can function in a collaborative environment where both the CCO and client are laser focused on achieving the best outcomes and experiences for their customers. How to achieve Best Outcomes and experiences.

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Playvox

JANUARY 24, 2019

Preparation is key for effective quality assurance. If you just drop your QA analysts in at the deep end and expect them to start transforming your customer service within a matter of days, you won’t see the results you’re hoping for.

Calibration 42

Calibration Customer Service Customer Experience Management 42

Playvox

FEBRUARY 13, 2023

Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Amity

APRIL 7, 2016

In some respects, it is akin to a car’s driver and their passengers pulling off the road for a pit stop to check the map on how far they have travelled and how much more they need to go before getting to their destination. Conclusion. CSPs are important because they are an effective tool to keep customers on track.

Calibration 63

Calibration SaaS Accountability Management 63

AWS Machine Learning

MARCH 10, 2023

In this two-part series, we demonstrate how to label and train models for 3D object detection tasks. In part 2, we walk through how to train a model on your dataset and deploy it to production. The following diagram demonstrates how to create a private workforce. This post, we focus specifically on labeling LiDAR data.

Calibration 95

Calibration Transportation Engineering Accountability 95

The Northridge Group

AUGUST 23, 2022

In addition to sharing this finding, we conducted extra calibrations on the calls the outsourcing partner handled and identified issues of concern to address in training such as: The vendor’s newly hired agents were missing basic knowledge of relevant customer service programs. Quality Monitoring made that possible.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

Tethr

FEBRUARY 3, 2020

Listening posts: Listening posts are weekly calibration sessions run by leaders with their teams. Document the best coaching questions: Observe how your best coaches listen and document the questions they ask while coaching. Teach them how to listen to agents and how to ask the right questions.

Coaching 111

Coaching Management Calibration Feedback 111

Playvox

MARCH 12, 2024

Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.

Morale 78

Morale Gamification Contact Center Quality management 78

BlueOcean

JANUARY 27, 2020

How often are reviews or calibration calls? How much access will you have to senior management once you have an assigned account manager? The post How to Determine Cultural Alignment in Your Outsourced Contact Center appeared first on Blue Ocean. Who’s involved in those conversations? Got 15 minutes?

outsourcing 71

outsourcing Contact Center Calibration Personalization 71

CSR Inc.

OCTOBER 1, 2017

Calibrations Aren’t Just a Chore. Calibrations Aren’t Just a Chore. One of the ways in which managers can support their team is to ensure that supervisors have the time they need to undertake routine calibrations. Calibrations can be tedious, so they sometimes seem like a chore or task to be checked off.

Calibration 59

Calibration Coaching Scripts Call Center 59

Monet Software

AUGUST 11, 2020

3 Calibrate Quality Evaluations and Metrics. The key is in calibration among everyone who reviews contacts to ensure they are listening (and looking) for the same things in each call, email, chat and DM. A QM team whose sole mission is to address quality can intervene to promote QM improvements more proactively and effectively.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

Customer Relationship Metrics

JULY 26, 2017

When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. Think about the evaluation, the calibration, and the coaching. Ownership over Accountability. and What Does: The New Science of Leading, Energizing, and Engaging.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Serenova

MAY 13, 2020

Monitoring these interactions will provide the most valuable insights into how to improve the process and identify where agent coaching and education is needed most. Calibrate the Process Regularly. Data-driven feedback is most useful for helping agents improve, and this kind of calibration ensures consistency.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

AWS Machine Learning

FEBRUARY 2, 2023

In this post, we demonstrate how to use Spliced Binned-Pareto distribution implemented in GluonTS to robustly model such fat-tailed distributions. For more information on how to use GluonTS SBP, see the following demo notebook. Furthermore, we looked at the probability of a touchdown and probability plots to evaluate calibration.

Calibration 90

Calibration Engineering Big data Automotive 90

pindrop

AUGUST 16, 2021

A more efficient authentication process is one that is capable of calibrating the authentication requirements based on the desired action of the caller. The post How to Make KBA’s Work for Your Contact Center appeared first on Pindrop. Read More ».

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Quality Contact Solutions

MAY 4, 2021

If you needed to change the tire on your car because it was flat and you didn’t know how to do it, what would you do? Changing a tire isn’t too difficult if you know how to do it. Regularly held calibration sessions between the client and the outsourcer are essential, especially at the beginning of the partnership.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Expivia

OCTOBER 14, 2020

Say you have someone who just got put into the position of trying to figure out how to operate your customer service. You Say No to Calibrations or Monitoring. You should want to blind monitor or at least set up weekly or monthly calibrations to make sure you, your outsourcer, and your clients are all on the same page.

outsourcing 78

outsourcing Call Center Calibration Finance 78