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 151

Calibration Coaching Contact Center Call Center 151

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 Management 10

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.

Calibration 43

Calibration Coaching Consulting Consulting 43

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 52

Calibration Coaching Call Center Feedback 52

Customer Service Life

JANUARY 15, 2019

They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score.

Calibration 96

Calibration Quality calibration Coaching Feedback 96

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 60

Calibration Coaching Scripts Management 60

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

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 101

outsourcing Calibration Contact Center Abandon rate 101

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

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 71

Calibration Schedule adherence Coaching Accountability 71

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

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 48

Calibration Coaching Personalization Management 48

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 123

Coaching Calibration outsourcing Contact Center 123

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 83

Coaching Calibration Feedback Personalization 83

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 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 187

Contact Center Calibration Construction Surveys 187

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 52

Calibration Coaching Feedback Call Center 52

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 77

Calibration Best practices Coaching Technology 77

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 60

outsourcing Calibration First call resolution Coaching 60

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 47

Quality management Coaching Calibration Management 47

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

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 55

outsourcing Average Handle Time Abandon rate Calibration 55

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 254

Call Center Contact Center Best practices Real estate 254

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 62

outsourcing Calibration Average Handle Time Call Center 62

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 66

Calibration Caller satisfaction Contact Center Customer Experience 66

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 68

Calibration Surveys Morale Contact Center 68

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 Surveys Coaching 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

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