Are calibration sessions necessary in an AQM environment?
DMG Consulting
JANUARY 10, 2019
Do we still need to do calibration sessions? In addition to AQM evaluations, it is a best practice for supervisors to conduct some live monitoring of interactions to facilitate in-the-moment agent coaching and/or recognition. Calibration is a critical component of a successful AQM program, as it is in a traditional QM process.
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