Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of … Continue reading → The post Calibration Is Key to Improving Quality appeared first on Brad Cleveland.

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Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. It allows the coaching process to … Continue reading → The post Bring Quality Standards to Life with Calibration and Coaching appeared first on Brad Cleveland. It also makes coaching far easier.

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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. One of my favorite conversations is with contact centers leaders who don’t see a point in quality scores at all.

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Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Sikorski's Think Abouts

APRIL 5, 2015

Optimize Contact Center performance. Provide the calibration function. Result in suggestions to improve procedures. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Own the quality of their team. Identify opportunities to improve each agent. Modify agent behavior through coaching. Role of your QA Analysts.

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Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. It also makes coaching far easier.

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Calibration Coaching Quality management Contact Center 20

Etech GS

APRIL 1, 2019

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact. Hire third party to monitor. This blog was published on LinkedIn.

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Blueship Call Center

SEPTEMBER 26, 2023

Future Trends The future of contact centers is being shaped by new trends including AI-powered automation, marketing and sales outsourcing, and changing consumer expectations. As a result, management often assumes that spending on inbound contact center software and equipment would decrease as a result of investing in R&D.

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Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Blueship Call Center

AUGUST 2, 2022

Choosing call center outsourcing vendors may be less expensive since several clients share these expenses, making your company less liable. How many employees are required to successfully operate a contact center? Continue reading to see how outsourcing to a customer contact center benefits your company.

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Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Calibration is key when measuring quality to ensure any suggestion of bias is removed.

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Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. 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.

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NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. 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.

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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. Questions abound.

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Outsource Consultants

MARCH 14, 2018

Tap into the knowledge and experience of the call center agents for some unexpected results. This portion of this blog post was based on an article from CustomerThink. To read the original article, please click the following: Give Your Call Center a Customer Service Makeover – Daniela Puzzo. Measure the impact of your changes.

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Blueship Call Center

NOVEMBER 28, 2023

Speak with current and past clients about the scope and calibre of services provided, as well as any challenges that arose throughout the partnership. The post Detailed Guide about Email Support Outsourcing Services first appeared on New Jersey Call Center - Contact Center Support Blog.

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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.

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Brad Cleveland Blog

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. It also makes coaching far easier.

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Call Experts

SEPTEMBER 18, 2019

In addition, we hold regular Quality Assurance calibrations with all of our management teams to guarantee that we are listening for, grading and coaching those specific aspects of a call that lead to a seamless, enjoyable experience for all of your callers. This blog post was written by Mark Hansen. More Blogs Menu.

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Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. If you can document the answers to these nine questions, your agents will have a clear understanding of what’s expected of them and the supervisors performing the quality monitors will be aligned or calibrated with one another. Click here to read the original.

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Customer Service Life

MAY 31, 2018

This article originally appeared on the FCR blog on May 9, 2018. It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).

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NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies.

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Blueship Call Center

MARCH 31, 2023

Many small business owners believe that to outsource their contact centers, you must be a major corporate conglomerate, but this is untrue. To create a productive plan to expand your business, this guide will cover all you need to know about outsourcing your contact centers. What Is Outsourcing of Contact Centers?

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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!

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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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Customer Service Life

AUGUST 28, 2019

This article was originally published on the MaestroQA blog on June 6, 2019. This guide is also a great way to ensure that the entire team is well calibrated as we use it as our guide during calibration sessions. That’s what it means to be a modern contact center. Click here to read the original post.

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Callminer

SEPTEMBER 5, 2017

Nabahat Shanza is a professional content writer for the blog of Dialer360. She has a command to write on call center software and new technologies used in contact centers. which gives smaller companies access to executive level Contact Center & Customer Service Experts by the hour. Nabahat Shanza.

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Expivia

APRIL 1, 2021

Contact centers can be boring, brutal places to spend a day; make yours a fun environment that makes your reps want to come to work. If you are a high-end customer support center, you are going to have to look into upgrading to some of the things coming down the road. If someone is late are they written up the first time?

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