aircall

NOVEMBER 28, 2022

Before using Klaus: CSAT was 95% – above 2022’s benchmark of 89%. IQS measured 86% – slightly below 2022’s benchmark of 89%. Maintaining fair and consistent grading with regular calibration sessions. To ensure this, Pipedrive conducts regular calibration sessions to ensure all the graders are on the same page.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Playvox

FEBRUARY 20, 2024

Forty-three percent of companies in a January 2022 PwC executive survey said they would keep offering hybrid work options for employees and 30% said they’d make remote work a permanent option. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Playvox

MARCH 12, 2024

According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Agents in our 2022 study said the opportunity to work remotely was the most motivating reward they could receive, followed by incentives like days off or gift cards.

Morale 78

Morale Gamification Contact Center Quality management 78

NobelBiz

APRIL 18, 2023

A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Regular coaching and feedback sessions can help agents identify areas for improvement, while recognition programs incentivize high-performing employees to continue delivering exceptional service. Everything you need to know.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52