NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. 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.

Calibration 50

Calibration Coaching Contact Center Quality management 50

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

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. Part of a toolbox Today’s contact centers squeeze a lot of activity from the data tied to a sampling of customer surveys.

Calibration 40

Calibration Surveys Contact Center Metrics 40