Customer Service Life

JANUARY 18, 2019

This article was originally published on the MaestroQA blog on December 2, 2018. For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. Here are some of the benefits of a great quality tool: Effortlessly create forms and calibrations.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

24-7 InTouch

FEBRUARY 25, 2020

In our most recent blog post , we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. Monitor: Evaluate the program goals previously established through regular reporting and calibration sessions. ENHANCE THROUGH TRAINING.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. This article isn’t about debating which is better. Click here to read the original. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point.

Calibration 68

Calibration Scripts Accountability Best practices 68

Customer Service Life

MAY 31, 2018

This article originally appeared on the FCR blog on May 9, 2018. My goal in writing this article isn’t necessarily to convince you that one way is better than another. Click here to read the original. Some of that’s to be expected given the variety of clients we work with.

Calibration 42

Calibration Coaching Feedback Customer Service 42

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Imagine increasing your talent pool for quality contact center managers by hundreds!

Calibration 63

Calibration Quality calibration Contact Center Gamification 63

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. 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. Click here to read the original.

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Quality calibration Calibration Surveys Coaching 97

Callminer

SEPTEMBER 5, 2017

Nabahat Shanza is a professional content writer for the blog of Dialer360. Her articles are also published on other sites as a guest blogger. She has a command to write on call center software and new technologies used in contact centers. Nabahat Shanza. nabahatShanzA. In her free time, she writes literature.

Call Center 140

Call Center call center software outsourcing Coaching 140

Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. In this article I’ll briefly discuss some of the distinctions between the different support channels when it comes to the skills I listed above, and then I’ll share some tips to keep quality assurance simple for your multi-channel customer service team.

Quality management 67

Quality management Calibration Management Coaching 67