2021 Calibration Metrics Morale 
Outsource Consultants
MARCH 29, 2021
Is sales revenue your sole focus in 2021? Otherwise, you’re fighting for metrics that don’t drive business results for your brand. KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements. Targeting too many KPIs only adds confusion.
pindrop
AUGUST 16, 2021
It’s an informative metric that can reflect the impact of agent training programs as well as organizational processes and resources. A more efficient authentication process is one that is capable of calibrating the authentication requirements based on the desired action of the caller. August 11, 2021. July 6, 2021.
Playvox
FEBRUARY 13, 2023
A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% Beyond evaluation scores, it also focuses on coaching and includes processes to maintain the integrity of the feedback, like calibration. If they don’t get it, they’re likely to move on, costing your business money in the long run.
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