Customer Service Life

JANUARY 15, 2019

This article was originally published on the FCR blog on December 10, 2018. Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. Clearly verifying customers should be a priority when coaching Bob. Where does quality calibration come into play?

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Robert Davis

APRIL 5, 2018

By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula. The death knell for outbound telesales has sounded countless times over the years.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). Combine this with competitive compensation and incentives tied into quality scores and performance, and you have a winning formula. The death knell for outbound telesales has sounded countless times over the years.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. This can potentially allow your quality team to review more interactions (up to 100%).

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Quality calibration Calibration Surveys Coaching 97