Myra Golden Media

JULY 16, 2019

Monitoring Sans Coaching. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. Most companies skip calibration, but I don’t want you to make this mistake. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

Calibration 153

Calibration Contact Center Coaching Construction 153

Customer Relationship Metrics

JULY 26, 2017

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. While technology may have helped to automate these practices, the constructs are relatively the same. What to do now.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Playvox

MARCH 12, 2024

According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Regularly evaluate performance, provide constructive feedback, and celebrate achievements to keep agents motivated and on track.

Morale 78

Morale Gamification Contact Center Quality management 78

DMG Consulting

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. (If

Best practices 48

Best practices Call Center Calibration Gamification 48

NobelBiz

APRIL 3, 2023

Also, investing time into coaching and training can help monitor call center quality effectively. Feedback should be specific, constructive, and actionable. Some other mistakes that we often see are skipping calibration, not training coaches properly, and overwhelming those who monitor and coach.

Quality management 52

Quality management Call Center Management Calibration 52

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. Offer regular feedback Constructive feedback is vital for agent development.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments. .

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67