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. Where does quality calibration come into play? Click here to read the original.

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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. Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. This can potentially allow your quality team to review more interactions (up to 100%).

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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? Your frontline agents will love seeing where their individual quality stands and don’t need access to many of the other features within the app. Calibrate with all scorers.

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