Myra Golden Media

JULY 15, 2019

Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Calibration Strategy. Introduce Quality Program to Employees. What’s morale like? Calibration (step six) is a necessary step to help you review objectives fairly. Design Coaching Strategy.

Calibration 153

Calibration Coaching Morale Feedback 153

Playvox

NOVEMBER 3, 2021

True quality management involves company leaders and employees identifying improvement opportunities and working together to resolve them. Related: 7 Ways to Drive Cultural Change that Boosts Agent Morale. Sign up for our newsletter. What Drives a Collaborative Culture? Partnership. Rating systems are inherently subjective.

Contact Center 103

Contact Center Calibration Construction Morale 103

Playvox

FEBRUARY 20, 2024

Once MongoDB implemented Playvox Workforce Management, these issues were resolved. The Playvox WFM solution has made a significant impact on our ability to scale our customer operations team and gives our agents a morale boost as they now know their schedules will be accurate.

Management 88

Management Gamification Calibration Quality management 88

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. Positive reinforcement with tools like these can boost morale and lead to a more satisfied and motivated call center organization.

Morale 78

Morale Gamification Contact Center Quality management 78

Balto

SEPTEMBER 26, 2024

This shift from reactive to proactive quality management set the stage for the sophisticated QA practices we see today. Inconsistent Evaluation Criteria Obstacle: Different evaluators may interpret quality standards differently, leading to inconsistent feedback. Celebrate successes and improvements.

Call Center 52

Call Center Coaching Morale Calibration 52