Playvox

FEBRUARY 20, 2024

Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier. The best Quality Management (QM) systems also enable agents to provide commentary on feedback provided and dispute anything that the agent may not agree with the analyst about.

Management 88

Management Gamification Calibration Quality management 88

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

Best practices 48

Best practices Call Center Calibration Gamification 48

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

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. 2) Inbound Call Center Service Levels.

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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. Own the quality of their team. Own the quality of their team. Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Correct undesirable behaviors.

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Coaching Calibration Contact Center Call Center 45

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Monitor agent calls for coaching opportunities. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Across every channel—call center phone number, chat, email, SMS, social media messenger—use contact center software to provide agents with a complete history of customer interactions across channels. Monitor agent calls for coaching opportunities. Smart Quality Management.

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

NICE inContact

JUNE 21, 2016

Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. attitude that impedes getting buy-in during coaching sessions. Don’t just tell agents about their calls, have a conversation about them. DO: Hold recurring calibration sessions.

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Calibration Coaching Contact Center Quality management 50

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Quality Monitoring Form. Trends in Quality Assurance: Less punishment more training. Warmest regards, Laura Sikorski – Independent Call Center Consultant. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements.

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Calibration Call Center Consulting Consulting 40