CSM Magazine

MARCH 28, 2023

EvaluAgent was founded in 2012, helping businesses to improve their call centre quality assurance capabilities with its award-winning AI-powered Quality Assurance and Performance Improvement platform. It will use real-time reports, calibration, agent appeals and feedback to improve performance.

Calibration 52

Calibration Average Handle Time Coaching Feedback 52

Callminer

AUGUST 1, 2017

Source: Human Resource Management; Issue: 51(4); 2012; Pages 535-548. Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching. According to Gallop, 69% of employees would work harder if they were better recognized.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

SEPTEMBER 5, 2017

Jack founded his first business while studying at university in 2012 and led the team remotely until graduating in 2014, when he took on the role of fulltime CEO. It’s easy to get lost in the numbers — to worry about getting the scores just right or to spend calibration time arguing about the point value.

Call Center 140

Call Center call center software outsourcing Coaching 140