The Northridge Group

AUGUST 23, 2022

Data analytics allow us to assess how the internal associates are performing benchmarked against the performance of the outsourcing partner’s associates. Both internal and outsourced associates are evaluated against the KPIs that are important to our client. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR).

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

COPC

SEPTEMBER 30, 2022

RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts. First awarded this prestigious recognition in March 2021, COPC Inc.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Expivia

OCTOBER 20, 2020

This will make sure that you get the most our of your calibration sessions and you will be able to trust the scores your call center partner should be giving you weekly. Have Weekly Calibration Sessions. Make sure your outsourcing agents know who you are. Work with your partner to develop a solid QA platform that you both agree too.

outsourcing 95

outsourcing Call Center Management Calibration 95

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Prevent and close employee skill gaps with a seamless integration to coaching.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Expivia

OCTOBER 14, 2020

You Say No to Calibrations or Monitoring. You should want to blind monitor or at least set up weekly or monthly calibrations to make sure you, your outsourcer, and your clients are all on the same page. Your partnership with an Outsourcer should be just that: a partnership. It is important for you to listen in. Vendor Management.

outsourcing 78

outsourcing Call Center Calibration Finance 78

Balto

JANUARY 11, 2024

Do you have to calibrate against actual customer surveys? You’ll need the same analytical skills you’re already using to evaluate customer feedback. Some software is able to analyze a call in real-time. Other tools require some manual inputs after the contact, so it’s more efficient to analyze batches of contacts at one time.

Surveys 52

Surveys Customer Service Contact center software Calibration 52

The Northridge Group

SEPTEMBER 27, 2017

Artificial Intelligence includes a wide range of capabilities such as Natural Language Processing (NLP), Machine Learning and Predictive Analytics that are crucial elements to gathering and utilizing data in the contact center. What are the downsides/limits of Artificial Intelligence?

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

AWS Machine Learning

OCTOBER 5, 2022

We explored nearest neighbors, decision trees, neural networks, and also collaborative filtering in terms of algorithms, while trying different sampling strategies (filtering, random, stratified, and time-based sampling) and evaluated performance on Area Under the Curve (AUC) and calibration distribution along with Brier score loss.

Calibration 93

Calibration Engineering Automotive Analytics 93

Customer Service Life

SEPTEMBER 7, 2018

Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. 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.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

NobelBiz

APRIL 3, 2023

Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach. This could include call recording software, speech analytics, and quality monitoring software. This can lead to inconsistent evaluations and missed opportunities for improvement.

Quality management 52

Quality management Call Center Management Calibration 52

VHT

SEPTEMBER 13, 2018

Spotify, for example, has garnered millions of fans with their music recommendation algorithms that curate Discover Weekly playlists calibrated to individual listeners’ preferences. Predictive Analytics. In the coming year, as companies look for better ways to manage call volume, they’ll turn to predictive analytics.

Customer Experience 87

Customer Experience Calibration Telecommunications Analytics 87

Expivia

OCTOBER 4, 2021

Collaborate and Calibrate Regularly : Any long-term partnership requires work and communication. Phones, headsets, skills-based routing, omnichannel connections, speech analytics, AI (artificial intelligence) , and self-service are some of the many tools of the trade that constantly improve. Experience Better Data Analytics.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

CSR Inc.

JULY 9, 2017

Bad Data Can Do More Harm than No Data From a management standpoint, it is important to ensure that the right information & analytics are put in the hands of managers & supervisors, so they can properly assess agent or CSR performance, and identify growth or improvement targets.

Call Center 48

Call Center Calibration Management Coaching 48

NICE inContact

JUNE 21, 2016

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. DO: Hold recurring calibration sessions. Don’t just tell agents about their calls, have a conversation about them.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Blueship Call Center

MARCH 31, 2023

Frequently collaborate and calibrate: Work and communication are necessary for every long-term relationship. Work with BPO outsourcing companies in USA that keep you informed and do routine check-ins and calibrations. The right analytics and data improve customer service and increase profitability. ●

outsourcing 45

outsourcing Call Center Calibration Contact Center 45

CustomerSuccessBox

MAY 6, 2021

The integration with the customers’ technology stack (CRM, Support Tool, Billing/Subscription Tool, Analytics tool, etc.) These rules need calibration at frequent intervals as customer behavior and product features change. Step 5- Configure engagement analytics . is completed. Step 3- Configuring Health score .

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Vcaretec

SEPTEMBER 11, 2023

Predictive analytics and our workforce management strategy ensure that you always have the proper number of employees on hand to meet demand. Because call centers employ qualified experts in this area, you may also raise the calibre of your customer service. How does Vcaretec stand out from other call centers?

outsourcing 52

outsourcing Call Center Multi-channel support Calibration 52

Nicereply

MAY 24, 2023

Working with a product analytics or business intelligence team, we can identify the appropriate trends in product usage and adoption. This is a prerequisite to be able to calibrate strategy and iterate appropriately. This helps measure customer health at different phases of their journey.

Calibration 52

Calibration SaaS Benchmark Education 52

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Speech analytics. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form. Quality Monitoring Form. Performance Evaluation Form. Cheaper data storage.

Calibration 40

Calibration Call Center Consulting Consulting 40

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

NOVEMBER 24, 2022

Regulatory Intelligence is a form of business intelligence that leverages the power of the latest technologies, such as Artificial Intelligence (AI), Natural Language Processing (NLP), Automation, and Real-Time Data Analytics, to produce relevant insights into regulatory processes. So, use them to set the tone. Analyzing Regulatory Changes.

Government 52

Government Calibration Benchmark Marketing 52

JustCall

NOVEMBER 24, 2022

Critical and Analytical Skills: Account Executives should be well versed with the latest industry trends and competent enough to set appropriate goals for their sales team. Sales Skills: You must have exceptional sales skills to attract new customers and sell new services to existing customers. Be Friendly.

Accountability 52

Accountability Calibration Sales B2B 52

pindrop

OCTOBER 21, 2021

Goal: Leverage AI, smart workflow management tools and analytics to unburden agents. Goal : Leveraging data, analytics and AI to automate and optimize agent training and onboarding processes Analytics – Interaction analytics, real-time decisioning and business intelligence for superior agent performance.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

CSR Inc.

JULY 3, 2016

Call center managers and supervisors can foster team cohesion by hosting regular team meetings to discuss the project and/or calibrate if needed.It’s best to use a video-capable service such as Skype , so team members can see each other. It’s even more important to create a sense of community among remote agents.

Call Center 48

Call Center Management Calibration Virtual Agent 48

CustomerSuccessBox

MARCH 28, 2022

This requires hours of calibration and recalibration. CS platform is NOT CRM + Analytics- Presenting the same old wine in a new bottle won’t work! CS Ops dependency – Ultimately, the Customer Success Ops team is a group of people. That to only a limited number of people with enough experience to set the rules right.

Calibration 52

Calibration SaaS Customer retention Construction 52

JustCall

APRIL 5, 2023

Comprehensive Reports and Analytics Sure, Talkdesk promises a world of reports and analytics – most of these being generated in real-time. Even though the dashboard, reports, and analytics are loaded with data-driven insights, it is all broken down into meaningful, digestible units that can be used to initiate action.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. Help them compare notes, calibrate cadences, establish continuity and drive synergies.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

JustCall

APRIL 5, 2023

If anything, the UI design of JustCall is well-calibrated with strategic focal points, intuitive design elements, and interactive components that make the user experience delightful. With JustCall, simple automation, integrations and analytics can be tailored to ensure productive experiences for agents, sales reps, and managers.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 52

CSM Magazine

OCTOBER 18, 2018

Study your analytics. The recommendations that your customers will receive can be general and aggregated, or highly calibrated data that contains suggestions of how to solve a very narrow issue. And there aren’t too many ways to accomplish that but by accommodating your clients better. Data-centric marketing.

Technology 45

Technology Customer Service Calibration Engineering 45

Customer Relationship Metrics

JULY 27, 2017

Coaches and Supervisors have continuous access to VoC analytics on their team and are aware of how their team performance affects the overall center and company. Ownership is key to these programs and are enabled by the Survey Calibration process. Predictive models guide decisions.

Morale 71

Morale Calibration Contact Center Surveys 71

C Space

MAY 20, 2020

Retail data analytics firm Skypad is unveiling an app that US consumers can use to find out which stores in their area are re-opening. is re-calibrating its product lineup to include more skincare and health and wellness products, as demand for those items has spiked during the pandemic. Nordstrom, Saks, Macy’s ).

Calibration 52

Calibration Engineering Analytics Management 52

aircall

MARCH 17, 2016

Schedule monthly calibrations with representatives from all of our different departments to review calls. Use speech analytics to identify agent training opportunities. Trainers should make sure that equipment works and is available for each “real-time” call handling session. Operations should make this a priority.

Best practices 59

Best practices Call Center Calibration Coaching 59

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Focus on the game, not the score… ”.

Call Center 140

Call Center call center software outsourcing Coaching 140

ClearAction

MAY 29, 2016

Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint. Help them compare notes, calibrate cadences, establish continuity and drive synergies.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Robert Davis

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

SmartKarrot

APRIL 20, 2023

Text Analytics: Text analytics uses NLP and machine learning algorithms to analyze unstructured data, such as call transcripts, chat logs, and emails. Predictive Analytics: Predictive analytics uses historical data to predict future outcomes. The first challenge is ensuring that the data collected is accurate.

Analytics 10

Analytics Call Center Calibration Upselling 10