Customer Centric Support

JULY 18, 2017

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. Clearly, not all Quality Management programs are created equal. How much better is that!?

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Quality management Management Coaching Calibration 61

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.

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Calibration Agent Empowerment Quality management Contact Center 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.

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Calibration Call Center Call Logging Quality management 52

Customer Service Life

AUGUST 28, 2019

It sure would be nice to have a single, multi-channel quality form that works across all channels. It’s clear that by virtue of the channel there will be differences in how you evaluate quality, but before you go creating multiple separate quality forms, let’s think through this a bit more. Communication Skills.

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Quality management Calibration Management Coaching 69

Playvox

FEBRUARY 20, 2024

Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier. The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

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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?

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Contact Center Quality management Calibration Coaching 78

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. However, the two main components are Quality Management and Workforce Management.

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Coaching Contact Center Quality management Schedule adherence 77