Brad Cleveland Blog

MARCH 13, 2018

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. Coaching’s not a prescription for …

Calibration 20

Calibration Coaching Quality management Contact Center 20

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. Therefore, workforce optimization strategies should be front and center to your business goals.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Outsource Consultants

MARCH 9, 2018

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. 1) CSAT (Customer Satisfaction).

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outsourcing Call Center Calibration Average Handle Time 52

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Optimize Contact Center performance. Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Warmest regards, Laura Sikorski – Independent Call Center Consultant. Increase productivity.

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Coaching Calibration Contact Center Call Center 45

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSR Inc.

OCTOBER 1, 2017

As we’ve developed quality programs for clients over the years, the industries (both our own quality assurance industry , as well as our client’s customer service and call center industries ) have continued to change and evolve. Calibrations Aren’t Just a Chore. Calibrations Aren’t Just a Chore.

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Calibration Coaching Scripts Call Center 59

Customer Relationship Metrics

JULY 26, 2017

When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. So, being concerned about the quality of operator customer service delivery, women were hired instead. Just like you grade the call internally, your customer should grade the call externally.

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Contact Center Calibration Construction Customer centricity 211

Playvox

FEBRUARY 20, 2024

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

Management 88

Management Gamification Calibration Quality management 88

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for more ways to leverage your IVR to free up agents for the most complicated needs requiring human touch. Avoid asking customers to repeat information. Optimize the customer experience journey. Monitor agent calls for coaching opportunities.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Etech GS

APRIL 1, 2019

Emphasize your intention is to help them be successful and to ensure quality customer service is delivered. 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. The ideal coaching session takes no more than 15 minutes. Invest in coaching the agents.

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Calibration Coaching Social media contact Contact Center 56

Serenova

MAY 29, 2020

To elevate customer interactions, now is a good time to look for every way you can leverage your IVR to free up agents for the most complicated needs requiring human touch. Avoid asking customers to repeat information. Optimize the customer experience journey. Monitor agent calls for coaching opportunities.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Brad Cleveland Blog

MARCH 13, 2018

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. Coaching’s not a prescription for …

Calibration 8

Calibration Coaching Quality management Contact Center 8

Voxjar

JUNE 5, 2021

If you want your call center to provide the best possible service (and why wouldn’t you?), QA is a very important component of customer satisfaction across industries. But, while some things are easy to rate, what do you do about more subjective things like customer interactions? Two words: call calibration.

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Calibration Call Center Best practices Feedback 40

Call Experts

SEPTEMBER 18, 2019

At Call Experts, we invest in training. In our fast-paced ever-changing world, a call center needs to keep pace or they will be at risk of getting left behind. The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership.

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Calibration Coaching Call Center outsourcing 40

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction.

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Calibration Coaching Contact Center Quality management 50

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. We all know intuitively that there is a relationship between hiring, training, coaching and systems and the resultant quality, however defined. Internally the quality assessors can calibrate between themselves.

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Contact Center outsourcing Calibration Abandon rate 60

Customer Relationship Metrics

JULY 27, 2017

They are considered savvy and are very capable of defending their customer service function to be a competitive weapon and not a red line item. Leaders that are high on the Performance Influence continuum have Voice of the Customer programs that produce a high, provable ROI on the Customer Experience.

Morale 71

Morale Calibration Contact Center Surveys 71

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Voxjar

AUGUST 15, 2021

If you work in a call center, you know that providing the best customer service and support is vital. You already know that bad customer service can cost your company money. In fact, according to Accenture , poor customer service has resulted in company losses of $1.6 That’s a mouthful.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

aircall

MARCH 17, 2016

Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. Create instant ‘shout outs’ based on great customer feedback.

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Best practices Call Center Calibration Coaching 59

CSR Inc.

JULY 9, 2017

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. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs).

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Call Center Calibration Management Coaching 48

JustCall

APRIL 5, 2023

Here, we take a closer look at areas where JustCall emerges as a clear winner: Effortless Installation For any new customer, the period from when they purchase the product to when they start using it is critical in determining its true value. After all, these operations do much to improve customer satisfaction, repeat sales and loyalty.

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Interactive Voice Response CRM Multi-channel support Analytics 52

pindrop

OCTOBER 21, 2021

Call volumes spiked and call wait times lengthened as frustrated customers searched for a better way to engage with businesses. Digital channels became more important and prevalent as a way for customers to reach out to businesses. Improve CX - Customer Oriented Elements. 6 Things Contact Centers Should do.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57