NICE inContact

JUNE 21, 2016

Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions. This article was originally published May 16, 2016 on ICMI.

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Calibration Coaching Contact Center Quality management 50

JustCall

NOVEMBER 24, 2022

Fortunately, regulatory intelligence software solutions are well-calibrated to do this task without breaking out in a sweat! In 2016, the European Union adopts the General Data Protection Regulation (GDPR). Not only that, but you would also have to filter in only the relevant bits that apply to your industry.

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Government Calibration Benchmark Marketing 52

Taylor Reach Group

DECEMBER 7, 2018

The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. Calibration too often devolves into a debate of rationalizing a 6 versus a 7, which doesn’t add any real value to the process. Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers.

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Coaching Contact Center Calibration outsourcing 120

C Space

MAY 20, 2020

is re-calibrating its product lineup to include more skincare and health and wellness products, as demand for those items has spiked during the pandemic. Character-collecting AR smartphone game Pokémon Go from developer Niantic went viral in 2016. Nordstrom, Saks, Macy’s ). Hakami’s team is updating the map in real time.

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Calibration Engineering Analytics Management 52

Service Agility

JANUARY 10, 2018

Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. The deepest dig into a service transaction happens during calibration sessions.

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Calibration Surveys Contact Center Metrics 40