Toister Performance Solutions

MARCH 21, 2019

I've worked in contact centers, so I've experienced this first-hand. Q: What are some tips on calibrating your team/creating a consistent definition for outstanding customer service in regards to your individual business? Calibration is an ongoing process. All clients are remote.) What does it mean?

Calibration 81

Calibration Customer Service Wait times Contact Center 81

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Customer Service Life

JANUARY 18, 2019

For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. I’ve definitely seen it done that way. It’s a good practice to take the time to create a definitions guide that spells out what each item on the form looks like for each support channel.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

COPC

APRIL 1, 2022

Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. Yet having a massive team of quality evaluators is not economically viable for cost contact centers and forces them to take questionable sampling approaches. . Quality Assurance Sampling Practices.

Customer Experience 97

Customer Experience Management Coaching Best practices 97

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Connecting the Dots

SEPTEMBER 7, 2020

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 62

Surveys Education Calibration Contact Center 62

UJET

JUNE 4, 2021

Ready to modernize your own contact center? But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed. The concept of digital transformation isn’t new.

Contact Center 121

Contact Center Calibration Government Accountability 121

Connecting the Dots

SEPTEMBER 9, 2019

CCMC has developed a methodology for assisting contact center, retail, human resources, and customer satisfaction managers in identifying the issues that put the loyalty and motivation of the most employees at risk. CCMC usually experiences a 40-65% response rate among contact center or front-line employees.

Surveys 48

Surveys Education Calibration Contact Center 48

Customer Service Life

MAY 31, 2018

It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).

Calibration 42

Calibration Coaching Feedback Customer Service 42

Jon Arnold

JUNE 20, 2019

Since I don’t work in a contact center or a noisy office space, I’m not the ideal user for the Voyager 6200 headset, but as an analyst, I know what to look for in providing a fair evaluation. This really helps in the noisy cubes of a contact center, but also in open office settings, or when on calls out in public spaces.

Wireless 45

Wireless Calibration Contact Center Engineering 45

Playvox

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Quality Assurance, or QA, started in the contact center as a very compliance-driven process.

Quality management 52

Quality management Coaching Contact Center Calibration 52

Voxjar

AUGUST 15, 2021

Call center scorecards are referred to by many names: quality assurance scorecard, customer service scorecard, quality scorecard, call center quality scorecard, and probably a few others. You’ll probably have a different vision of success than your competitors (and definitely different from companies outside of your industry).

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

Customer Service Life

AUGUST 28, 2019

Create a quality definitions guide. This guide is also a great way to ensure that the entire team is well calibrated as we use it as our guide during calibration sessions. That’s what it means to be a modern contact center. Use NA for certain questions.

Quality management 67

Quality management Calibration Management Coaching 67

Customer Relationship Metrics

JANUARY 11, 2017

Let’s start with a definition of Customer Experience. I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. Both contact centers averaged about 30,000 calls per month.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67