Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score.

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

DMG Consulting

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.

Best practices 48

Best practices Call Center Calibration Gamification 48

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. providing helpful feedback. Free your Phone!

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Calibration Coaching Call Center outsourcing 40

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 ).

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Calibration Coaching Feedback Customer Service 42

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. This then led me to ask: Can and should customer feedback ever replace our own internal quality assurance efforts?

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Quality calibration Calibration Surveys Coaching 97

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

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Average Handle Time Coaching Calibration Feedback 67