Customer Service Life
JANUARY 15, 2019
This article was originally published on the FCR blog on December 10, 2018. As I was scanning my list of blog post ideas, I realized I had some miscellaneous thoughts that fit under the quality umbrella and it’s about time we discuss them. Where does quality calibration come into play? Click here to read the original.
Certified Languages International
JUNE 25, 2021
We also work closely with our CMS clients and hold calibration meetings to discuss interpreter performance. Originally published 2/28/2018. Phase 2: During call center monitoring. From February to June, we continue to engage with our interpreter base and conduct internal test calls.
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Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. Here are some of the benefits of a great quality tool: Effortlessly create forms and calibrations. Once the form is created and in use, it’s important to regularly calibrate as a team to make sure everyone is grading the same way.
360Connext
MAY 17, 2018
The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Processes and feedback mechanisms must be set up or re-calibrated. Jeannie Walters (@jeanniecw) May 8, 2018.
Call Experts
SEPTEMBER 18, 2019
In addition, we hold regular Quality Assurance calibrations with all of our management teams to guarantee that we are listening for, grading and coaching those specific aspects of a call that lead to a seamless, enjoyable experience for all of your callers. This blog post was written by Mark Hansen. More Blogs Menu.
Customer Service Life
MAY 31, 2018
This article originally appeared on the FCR blog on May 9, 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 ).
Customer Service Life
SEPTEMBER 7, 2018
This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. Click here to read the original.
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