Calibration Call Center Construction Scripts 
Customer Relationship Metrics
JULY 26, 2017
When an employee fails or performs poorly, call center managers typically do not blame themselves or the system. The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. Expectation Setting.
SharpenCX
NOVEMBER 5, 2020
Consider outliers, like the occasional one-hour phone call, as you grade your agents. Read Next] How managing and coaching to agent performance amplifies call center ROI. DO calibrate often. How many seconds did they spend off-script? Much like agent performance, scorecards shouldn’t be static.
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