Customer Service Life

JANUARY 15, 2019

Where does quality calibration come into play? In a past article I wrote about the importance of a quality calibration process to ensure that everyone is aligned and scoring customer interactions the same way. My prefered method for calibration is where all attendees review and score customer interactions ahead of time.

Calibration 77

Calibration Quality calibration Coaching Contact Center 77

Customer Service Life

JUNE 17, 2019

Your frontline agents will love seeing where their individual quality stands and don’t need access to many of the other features within the app. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. Integrate with your helpdesk.

Calibration 64

Calibration Quality calibration Contact Center Gamification 64

Robert Davis

APRIL 5, 2018

And it is these leading sales organizations that are often able to meet a client’s quality, performance, analytics and scalability requirements simultaneously. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

And it is these leading sales organizations that are often able to meet a client’s quality, performance, analytics and scalability requirements simultaneously. Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40