Calibration Metrics Surveys 
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. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.
CX Accelerator
DECEMBER 31, 2018
From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? They feel the pressure of meeting metrics but don’t know how and when to strike a balance. The output from the meeting was a "team charter" that outlined how they would communicate with each other.
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TeleDirect
MARCH 20, 2025
Conduct Calibration Sessions for Accuracy Calibration sessions ensure consistency across QA teams. Methods include: Post-call surveys to gather customer opinions. Q5: What metrics are essential for call auditing? This practice helps catch issues as they arise and allows for instant corrective actions.
Callminer
AUGUST 1, 2017
Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.
Customer Service Life
SEPTEMBER 7, 2018
A quality score is a standard metric on most agent scorecards and therefore they’re held accountable to it. While I’d argue that customer satisfaction is most certainly a quality metric, it should never replace your quality assurance efforts. This is something a quality team would catch that a survey wouldn’t. CSAT can be gamed.
Customer Relationship Metrics
JULY 26, 2017
You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. A Towers Watson survey, shows that only half of managers set effective employee goals. For the last few years Customer Relationship Metrics has been helping clients implement a modern QA model called Impact Quality Assurance (iQA).
Taylor Reach Group
SEPTEMBER 25, 2018
First, we need to understand that what got us here (quantitative metrics, locked forecasts, echo chamber quality assurance and the illusion of Risk/Reward), will not take to where we want to go. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality.
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