NICE inContact

JUNE 21, 2016

attitude that impedes getting buy-in during coaching sessions. 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.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Workforce Management – Automation and enhancement of workflow optimization, agent coaching, performance management tools to expedite agent productivity and efficiency. Improve CX - Customer Oriented Elements. 6 Things Contact Centers Should do.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

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

Customer Relationship Metrics

JULY 27, 2017

Contact center agents receive Voice of the Customer scorecards that are used in a Performance Management framework and included in regular coaching sessions. 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.

Morale 71

Morale Calibration Contact Center Surveys 71

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. Plus, it also helps that JustCall offers a few advanced features as add-on services (such as call and voicemail transcriptions, AI-powered agent coaching, etc.)

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Analytics 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. Being open and transparent with your agents over time will build a culture where feedback and coaching is the norm – and fear will subside.

Best practices 59

Best practices Call Center Calibration Coaching 59

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

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

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. Investments in things like Speech Analytics also struggled because of the costs for licenses AND hardware. QA analyzes problems after they happen.

Quality management 52

Quality management Coaching Contact Center Calibration 52

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. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140