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How Do Performance and Calibrations Relate
PlayVox
APRIL 24, 2019
Measuring performance in your call center or customer service department is an ongoing, in-depth, enlightening process. CX Culture
Calibration Related Topics 
What Does Quality Assurance Calibration Mean
PlayVox
JANUARY 10, 2019
Quality assurance has the power to help any contact center or support department improve its customer experience. HR Management for CX
Trending Sources
Are calibration sessions necessary in an AQM environment?
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.
Stay in Sync with Effective Calibration
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.
How Often Should I Hold Quality Assurance Calibration Sessions
PlayVox
MARCH 14, 2019
HR Management for CX CX Culture
How to do Quality Assurance Calibration to Assure Accuracy
PlayVox
JANUARY 24, 2019
Preparation is key for effective quality assurance. If you just drop your QA analysts in at the deep end and expect them to start transforming your customer service within a matter of days, you won’t see the results you’re hoping for. Customer Experience HR Management for CX
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Calibration Is Key to Improving Quality
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.
Quality and Clarity: Passing and Receiving the Communication Baton
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.
5 Essential Tips for Developing a Quality Program
Contact Center Pipeline
MAY 24, 2018
Quality call center contact center QM calibration quality assurance service qualityThere is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on their quality assurance programs, I often find that this proverb rings true. I commonly will find a great vision without a plan, or a great plan that doesn’t relate back to […].
Calibration Is Key to Improving Quality
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
Bring Quality Standards to Life with Calibration and Coaching
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
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A Miscellaneous Lot of Thoughts on Quality Scoring
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.
Quality Assurance Implementation: In With the New… AND the Old?
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.
Five Surprising Obstacles to Outstanding Customer Service
Toister Performance Solutions
MARCH 21, 2019
Q: What are some tips on calibrating your team/creating a consistent definition for outstanding customer service in regards to your individual business? Calibration is an ongoing process. I recently facilitated an unusual webinar.
Getting Customer Satisfaction and Quality in Sync
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.
Quality Assurance – Avoiding Gray Areas
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?
Guest Blog: How to Build a Comprehensive Onboarding Module for Customer Service Training
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.
The Coming Disruption of the Contact Center Outsourcing Industry – Part 2
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.
Call Center Quality Assurance Best Practices for Empowering Agents
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.
Putting Humanity in Contact Centers
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.
Tips To Improve Quality Monitoring
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. They should stay calibrated with your third-party quality team to ensure that both groups deliver consistent results.
3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance
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.
Building Your Best Culture in 2019
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.
10 Steps to Creating Great Outsourcing Partnerships
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.
Call Quality Monitoring Dos and Don’ts
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.
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)
Customer Service Life
JANUARY 18, 2019
Here are some of the benefits of a great quality tool: Effortlessly create forms and calibrations. Once the form is created and in use, it’s important to regularly calibrate as a team to make sure everyone is grading the same way.
How Important is Training for Call Center Supervisors & Managers?
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.
Guest Post: 10 Of The Best Best Marketing Tips From Apple
Natalie Petouhof
AUGUST 8, 2017
And people are willing to pay the price for a product they believe is of high calibre. Tweet If you’re in the business of developing new and improved ways to market your company, we have 10 tried & tested strategies for you, that worked wonders for Apple.
Call Recording for BPOs and Call Center Outsourcers
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.
The Three C's For Meaningful Performance Reviews
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.
Mystery Call Coaching: Leveraging Measurement to Achieve Improvement
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.
Why use call monitoring in your call center
Quality Contact Solutions
MARCH 22, 2019
Calibrate Call Monitoring Results with Call Center Key Performance Indicators. By Marcia Jenkins, Senior Operations Manager. For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring. What is Quality Assurance Call Monitoring? What is call monitoring ? The agents are making calls, a quality assurance analyst listens to live or recorded calls.
Sneak Peek: 2019 Customer Experience Trends
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.
The Coming Disruption of the Contact Center Outsourcing Industry
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.
Closer to the Customer
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.
3 Big Themes from the Most Dedicated CX Experts in the World
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.
Four Tips for Improving Customer Service in a Healthcare
Fonolo
MARCH 5, 2019
Secondly, a high calibre training program should be in place for call center agents. Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging.
BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING
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.
How Artificial Intelligence Impacts the Contact Center
The Northridge Group
SEPTEMBER 27, 2017
AI is a powerful tool that can be leveraged to improve customer service and efficiency, but it must also be monitored, tuned, and calibrated so that it doesn’t lead clients and service awry.
BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY
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.
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