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

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 148

Calibration Coaching Contact Center Call Center 148

Brad Cleveland

MARCH 13, 2018

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair.

Calibration 10

Calibration Coaching Quality management Contact Center 10

CSR Inc.

MARCH 5, 2017

With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress.

Calibration 62

Calibration Coaching Call Center Feedback 62

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? 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. 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.

Coaching 43

Coaching Calibration Consulting Consulting 43

Voxjar

MAY 22, 2018

Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar. You can’t improve what you don’t measure. That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority.

Coaching 40

Coaching Scripts Calibration Telemarketing 40

CSR Inc.

OCTOBER 1, 2017

Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program. Follow up Coaching the Coach sessions (LINK TO TRAINING MODULE) are great refreshers. Calibrations Aren’t Just a Chore.

Calibration 72

Calibration Coaching Scripts Management 72

Sikorski's Think Abouts

APRIL 19, 2015

Performance Standards (Calibration) Chart. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think AboutsA formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated.

Calibration 40

Calibration Consulting Consulting Analytics 40

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. 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 Calibration Call Center Gamification 48

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. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact.

Calibration 57

Calibration Coaching Social media contact Feedback 57

CX Accelerator

DECEMBER 31, 2018

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? If people do abuse it and it’s failing out of balance, they need to be coached up or coached out.

Calibration 83

Calibration Schedule adherence Coaching Accountability 83

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 115

Quality calibration Calibration Surveys Feedback 115

Customer Service Life

JANUARY 18, 2019

My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time. At best, you’ll coach agents on a bunch of one-off issues but never see the greater impact of that coaching.

Calibration 102

Calibration Coaching Customer Service Accountability 102

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. This skill is imparted via coaching and not training. Get better at coaching.

Coaching 99

Coaching Calibration Feedback Personalization 99

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. You’ve (hopefully) been putting in the hard work of coaching this employee all year. It’s never appropriate to bring up brand new coaching expectations as part of the end of year performance appraisal.

Calibration 56

Calibration Coaching Personalization Management 56

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 225

Contact Center Calibration Construction Surveys 225

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 111

outsourcing Calibration Contact Center Abandon rate 111

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).

Calibration 62

Calibration Coaching Call Center Feedback 62

inContact

JUNE 21, 2016

attitude that impedes getting buy-in during coaching sessions. 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.

Calibration 93

Calibration Best practices Coaching Technology 93

OrecX

AUGUST 15, 2018

Custom coaching agreements commensurate with specific agent performance goals. Calibration tables to standardize service level expectations and measure quality across sites, teams and agents.

outsourcing 62

outsourcing Calibration APIs Call Center 62

Customer Centric Support

JULY 18, 2017

According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Alternatively, when QM programs were implemented well agents experienced the following: I respect my coach and appreciate it when she shows me examples of ways to do things better. QM is all about coaching and enhancing behaviors.

Quality management 57

Quality management Coaching Management Calibration 57

Taylor Reach Group

DECEMBER 7, 2018

This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes. By: Colin Taylor.

Coaching 128

Coaching Calibration outsourcing Contact Center 128

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 67

outsourcing Calibration First call resolution Coaching 67

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Continuous coaching and training helps mitigate this risk.

Call Center 296

Call Center Contact Center Best practices Real estate 296

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

Insite Managed Solutions

FEBRUARY 1, 2016

Often supervisors and/or a quality team may complete the monitors and the coaching. From there, a supervisor or quality team member will coach the agent. The coaching can take about 20 minutes. – Who should do the coaching?

Call Center 52

Call Center Calibration Coaching Contact Center 52

Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Call center managers need to coach their agents to avoid prolonged conversations about the weather or sports teams while on their calls.

outsourcing 67

outsourcing Calibration Call Center Average Handle Time 67

Customer Relationship Metrics

JANUARY 11, 2017

Contact Center A” not only experienced reduced operating expenses from the decline in repeat calls, but also proved a higher ROI for training and coaching. So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”.

Calibration 79

Calibration Caller satisfaction Contact Center Customer Experience 79

Taylor Reach Group

JANUARY 11, 2018

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. 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.

outsourcing 59

outsourcing Average Handle Time Abandon rate Calibration 59

Customer Relationship Metrics

JULY 27, 2017

Contact center agents receive Voice of the Customer scorecards that are used in a Performance Management framework and included in regular coaching sessions. Ownership is key to these programs and are enabled by the Survey Calibration process.

Calibration 82

Calibration Morale Surveys Contact Center 82

Service Agility

DECEMBER 5, 2017

When supervisors receive little formal leadership training, and are never evaluated on metrics like the engagement levels of their team and the quality of the coaching that is done, it is easy to see why agents get frustrated. It seems that we need to re-calibrate our approach to find any annual attrition rates in double digits (or more) to be a red flag. Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.”

Calibration 40

Calibration Advertising Contact Center Surveys 40

Robert Davis

APRIL 5, 2018

Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound. By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ).

Telemarketing 62

Telemarketing Outbound sales outsourcing Quality calibration 62

aircall

MARCH 17, 2016

Schedule monthly calibrations with representatives from all of our different departments to review calls. Being able to analyse large volumes of agent/customer interactions releases information on specific calls with issues, and trends across the whole agent population, creating the opportunity to coach staff using identified good examples to improve standards across the contact centre.

Best practices 48

Best practices Call Center Calibration Feedback 48

Robert C. Davis and Associates

APRIL 5, 2018

Add to that frontline managers with on-the-phones experience who coach, counsel and mentor agents for the high-stress, often unforgiving world of outbound. By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ).

Telemarketing 52

Telemarketing Outbound sales outsourcing Quality calibration 52