DMG

JANUARY 10, 2019

Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration. Calibration is a critical component of a successful AQM program, as it is in a traditional QM process.

Calibration 48

Calibration Quality management Analytics Best practices 48

Brad Cleveland

JANUARY 27, 2017

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.

Calibration 70

Calibration Personalization Quality management Management 70

inContact

DECEMBER 21, 2015

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.

Calibration 56

Calibration Agent Empowerment Quality management outsourcing 56

Brad Cleveland

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. Coaching’s not a prescription for … Call Center Contact Center Customer Service Leadership Quality Management Brad Cleveland calibration coaching Lynda.com quality management

Calibration 26

Calibration Coaching Quality management Management 26

Brad Cleveland

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 … Call Center Contact Center Customer Service Quality Management Brad Cleveland quality management

Calibration 58

Calibration Personalization Quality management Management 58

Contact Center Pipeline

FEBRUARY 20, 2018

Communication call center coaching communication contact center QM calibration quality assurance quality monitoringPassing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race.

Calibration 151

Calibration Coaching Contact Center Call Center 151

Customer Service Life

JANUARY 15, 2019

Where does quality calibration come into play? In a past article I wrote about the importance of a quality calibration process to ensure that everyone is aligned and scoring customer interactions the same way. This article was originally published on the FCR blog on December 10, 2018.

Calibration 78

Calibration Quality calibration Coaching Feedback 78

CSR Inc.

OCTOBER 1, 2017

Calibrations Aren’t Just a Chore. Calibrations Aren’t Just a Chore. One of the ways in which managers can support their team is to ensure that supervisors have the time they need to undertake routine calibrations. Calibrations run smoothest when healthy conversation is fostered.

Calibration 60

Calibration Coaching Scripts Management 60

Taylor Reach Group

SEPTEMBER 25, 2018

This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results.

outsourcing 103

outsourcing Calibration Contact Center Abandon rate 103

Taylor Reach Group

SEPTEMBER 6, 2017

It is gray areas that cause problems in calibrations when providing feedback. By: Colin Taylor. When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a 6 versus a 7?

Calibration 54

Calibration Feedback Customer Experience 54

CX Accelerator

DECEMBER 31, 2018

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Doing this, again, helps to calibrate, explore and make sure you are all kinda sorta on the same page with that sort of thing What messages are you, or other leaders in the Org, sending to the Supervisor level leaders that is creating the environment you described? When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center.

Calibration 70

Calibration Schedule adherence Coaching Accountability 70

DMG

JULY 26, 2018

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss.

Best practices 48

Best practices Calibration Call Center Gamification 48

Customer Service Life

SEPTEMBER 7, 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. This is one easy way to insert CSAT into your quality calibrations and coaching.

Quality calibration 117

Quality calibration Calibration Surveys Feedback 117

Customer Relationship Metrics

JULY 26, 2017

Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments.

Contact Center 187

Contact Center Calibration Construction Surveys 187

OrecX

AUGUST 15, 2018

Calibration tables to standardize service level expectations and measure quality across sites, teams and agents. As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.

outsourcing 62

outsourcing Calibration APIs Call Center 62

Taylor Reach Group

JANUARY 5, 2018

6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways. Separate from calibration, the partner should be regularly monitoring each individual for quality, according to your standards. By: Peg Ayers , MBA, CCXP. Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control.

outsourcing 61

outsourcing Calibration First call resolution Coaching 61

ShepHyken

JANUARY 4, 2019

Finally, the onboarding process should be open to feedback in order to calibrate it and perfect it based on the concerns of the people who go through it.

Calibration 84

Calibration Feedback Customer Service Sales 84

inContact

JUNE 21, 2016

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. DO: Hold recurring calibration sessions.

Calibration 77

Calibration Best practices Coaching Technology 77

CX Accelerator

DECEMBER 20, 2017

When you engage your employees through the narrative of celebrating, calibrating, and cultivating, they will walk out of their review refreshed and ready to attack the new year! CALIBRATE A performance appraisal is not the time for new coaching. The review session is the right time to calibrate any existing coaching plans and set exceptionally clear expectations around performance for the following year.

Calibration 48

Calibration Coaching Personalization Management 48

Call Center Weekly

SEPTEMBER 14, 2017

One way to do this is through QA calibrations. By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! This seems to be problem particularly when someone received a score that is lower than they expected.

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Calibration Government Surveys Contact Center 73

Service Agility

JANUARY 10, 2018

While you need to be careful about over-reacting to a single instance, the value of listening to the transaction is that it encourages a response much more effectively than a single low rating in a satisfaction report.Group calibration sessions. The deepest dig into a service transaction happens during calibration sessions. The focus of calibration, of course, is getting everyone in line regarding ratings.

Calibration 40

Calibration Surveys Metrics Contact Center 40

Taylor Reach Group

JANUARY 11, 2018

Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging. The calibrated calls become a sample of this small sample. Of course, every time someone on the CCO or client team leaves or moves onto another role, the calibration process must be reset. By: Colin Taylor. The Contact Center outsourcing industry is a significant piece of the customer service and support landscape.

outsourcing 55

outsourcing Average Handle Time Abandon rate Calibration 55

360Connext

MAY 17, 2018

Processes and feedback mechanisms must be set up or re-calibrated. The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

Calibration 94

Calibration Education Customer centricity Accountability 94

VHT

SEPTEMBER 13, 2018

Spotify, for example, has garnered millions of fans with their music recommendation algorithms that curate Discover Weekly playlists calibrated to individual listeners’ preferences. If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone.

Calibration 71

Calibration Customer Experience Telecommunications SaaS 71

Sikorski's Think Abouts

APRIL 5, 2015

Provide the calibration function. What will coaching do? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Optimize Contact Center performance. 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.

Coaching 43

Coaching Calibration Consulting Consulting 43

CSR Inc.

JULY 9, 2017

Using the wrong metrics – or poorly calibrated data – can end up doing even more harm to your call center than a lack of data. Customer Service Starts With Coaching the Coaches Many times when we think about Call Center Quality Assurance , we focus our attention on the front line agents.

Calibration 52

Calibration Coaching Call Center Management 52

Taylor Reach Group

DECEMBER 7, 2018

Calibration too often devolves into a debate of rationalizing a 6 versus a 7, which doesn’t add any real value to the process. By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages.

Coaching 123

Coaching Calibration outsourcing Contact Center 123

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. If you would like samples of these forms, please send me your email and I will gladly share. Trends in Quality Assurance: Less punishment more training. Cheaper data storage.

Calibration 40

Calibration Analytics Consulting Consulting 40

CSR Inc.

MARCH 5, 2017

Here are 3 recommendations for implementing a consistent call center coaching program : Perform regular calibrations to keep coaching fresh and consistent. Managers should be involved with the calibrations, but should also observe coaching sessions and provide coach feedback.

Coaching 52

Coaching Calibration Call Center Feedback 52

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance.

outsourcing 62

outsourcing Calibration Average Handle Time Call Center 62

HGS

MARCH 18, 2015

3.Ruthlessly Calibrate, Communicate, and Align Effort (An Operational Governance Model) Effective contact centers establish a controlled system for monitoring, evaluating, and directing the actions and decisions of account teams. Escape the Contact Center Paradox: Narrow your Focus.

Government 130

Government Calibration Contact Center Metrics 130

Toister Performance Solutions

JULY 17, 2018

These profiles are often generic and not calibrated to your employees. If you do consider an assessment, make sure you calibrate it first. One question I'm often asked is what hiring assessments do I recommend for screening customer service employees. I'm always cautious about these, as some assessment vendors seem like the modern-day equivalent of a snake oil salesperson. "It It will cure anything," they say, even though it actually won't.

Calibration 48

Calibration Construction Employee engagement Consulting 48

Outsource Consultants

MARCH 14, 2018

Building of ongoing calibration procedures. In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company.

Consulting 62

Consulting Consulting Calibration outsourcing 62

Customer Relationship Metrics

JANUARY 11, 2017

So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”. Just as in your internal quality monitoring program (iQM), you conduct calibration for accuracy and fairness, so must you for your customers’ quality monitoring.

Calibration 66

Calibration Caller satisfaction Contact Center Customer Experience 66

Customer Service Life

MAY 31, 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 ).

Calibration 54

Calibration Coaching Feedback Contact Center 54

Customer Service Life

AUGUST 10, 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.

Calibration 85

Calibration Scripts Accountability Best practices 85

BetterXperience

DECEMBER 24, 2015

I was on one of those dreaded calibration calls with an external client — you know, that conference call where you randomly listen to a phone call from a customer and critique how well the representative did. Please stop me when this sounds familiar.

Coaching 83

Coaching Calibration Feedback Personalization 83

Insite Managed Solutions

FEBRUARY 1, 2016

– How do we measure calibration effectiveness? Does Your Contact Center Quality Monitoring Process Add Value? Most contact centers have a quality program that monitors a certain number of calls per month based on the number of agents and an identified sample size.

Call Center 52

Call Center Calibration Coaching Contact Center 52

Customer Centric Support

JULY 18, 2017

Many of us work hard on this concept of “calibration,” which in QM world is training people to give a similar score for recurring behaviors. Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. The sad reality is that most QM programs do more harm than good.

Quality management 47

Quality management Coaching Management Calibration 47

Callminer

AUGUST 1, 2017

Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching. Most call centers struggle with efficiency at one time or another.

Call Center 253

Call Center Contact Center Best practices Real estate 253