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Quality Time for Your Contact Center?

Monet Software

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. or a full quality assurance (QA) department ?

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Stay in Sync with Effective Calibration

NICE inContact

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Include your agents.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. RELATED ARTICLE What is IVR?

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Calibration Is Key to Improving Quality

Brad Cleveland Blog

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

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Calibration Is Key to Improving Quality

Brad Cleveland Blog

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

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BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

Sikorski's Think Abouts

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

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Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland Blog

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