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. What’s the point of quality scores anyway? Where does quality calibration come into play?

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. They were positioning this not as a customer satisfaction tool, but as a quality tool to allow customers to rate the quality of the service they received. Click here to read the original.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. Calibrate with all scorers. Click here to read the original.

Calibration 63

Calibration Quality calibration Contact Center Gamification 63