Myra Golden Media

JULY 12, 2019

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?” Let them listen to their own calls.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Myra Golden Media

JULY 15, 2019

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy. Develop Calibration Strategy. Makes connection.

Calibration 153

Calibration Coaching Morale Feedback 153

Serenova

MAY 13, 2020

For contact centers, that means customer patience may be waning at the same time agents are increasingly stretched and taxed under the weight of high (and higher) call volume. You can determine the coaching and training that will have the greatest impact on customer experience. Calibrate the Process Regularly.

Contact Center 75

Contact Center Calibration Quality management Coaching 75

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. 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 244

Calibration Schedule adherence Coaching Employee engagement 244

NobelBiz

APRIL 18, 2023

Optimizing team productivity is the key to achieving this goal, and this comprehensive guide will walk you through the steps necessary to unlock your call center’s full potential. What is hyper efficiency in a contact center? A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Brad Cleveland Blog

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 … Continue reading → The post Bring Quality Standards to Life with Calibration and Coaching appeared first on Brad Cleveland.

Calibration 26

Calibration Coaching Quality management Contact Center 26

Contact Center Pipeline

JANUARY 20, 2016

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors.

Coaching 100

Coaching Calibration Contact Center Call Center 100

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Serenova

MAY 29, 2020

The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders. The Cloud.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. 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. By: Colin Taylor. A better approach is to look at the quality process as two sides of the coin. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Brad Cleveland Blog

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. Coaching’s not a prescription for …

Calibration 20

Calibration Coaching Quality management Contact Center 20

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call.

Morale 78

Morale Gamification Contact Center Quality management 78

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. However, managing remote teams effectively comes with its own set of challenges.

Management 88

Management Gamification Calibration Quality management 88

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. While we’d like to think this quality coaching session holds some special transformational power, what’s more likely is that the eyes of both the coach and the agent go straight to the score and all opportunity to help that agent improve at their job is lost.

Contact Center 60

Contact Center Coaching Calibration Metrics 60

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. By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Myra Golden Media

AUGUST 5, 2019

On August 9th I am hosting a webinar, Quality Form Development & Coaching. Visualizing, planning, and EXECUTING a quality monitoring program is my summer 2019 focus for my clients.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Taylor Reach Group

JANUARY 11, 2018

The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. Over the past decade, there has been a significant increase in client organizations focusing on the quality of the interaction and the satisfaction of the customer or prospect with their interactions via the Contact Center.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Quality management 52

Quality management Call Center Management Calibration 52

Customer Service Life

JANUARY 15, 2019

Over the past year or so I’ve had many conversations about contact center quality assurance — some of which I’ve shared in past articles. One of my favorite conversations is with contact centers leaders who don’t see a point in quality scores at all. Clearly verifying customers should be a priority when coaching Bob.

Calibration 75

Calibration Quality calibration Coaching Contact Center 75

Sikorski's Think Abouts

APRIL 5, 2015

What will coaching do? Optimize Contact Center performance. Modify agent behavior through coaching. Provide the calibration function. This week’s question for your employees – Why do you like being coached? Warmest regards, Laura Sikorski – Independent Call Center Consultant. Increase productivity.

Coaching 45

Coaching Calibration Contact Center Call Center 45

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. The ideal coaching session takes no more than 15 minutes.

Calibration 56

Calibration Coaching Social media contact Contact Center 56

DMG Consulting

JULY 26, 2018

Call Center Quality Assurance Best Practices for Empowering Agents. Contact center quality assurance (QA) remains a high-value application, particularly when it’s done right. 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 Call Center Calibration Gamification 48

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% Calibration is key when measuring quality to ensure any suggestion of bias is removed.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

COPC

APRIL 1, 2022

Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. QA primarily evaluates agent performance and provides information for coaching. Whether we use the information to coach and manage agent performance or for broader decision-making?—?unreliable

Customer Experience 96

Customer Experience Management Coaching Best practices 96

Taylor Reach Group

DECEMBER 7, 2018

A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

Customer Service Life

JANUARY 18, 2019

For those of you from a traditional contact center background, you’ve likely seen quality forms with twenty to thirty items. 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.

Calibration 80

Calibration Customer Service Coaching Contact Center 80

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. Hanging up before the call is resolved.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

Brad Cleveland Blog

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. Coaching’s not a prescription for …

Calibration 8

Calibration Coaching Quality management Contact Center 8

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. attitude that impedes getting buy-in during coaching sessions. DO: Hold recurring calibration sessions. Calibration with all the stakeholders helps ensure that monitoring and scoring is done consistently.

Calibration 50

Calibration Coaching Contact Center Quality management 50

Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. 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. By: Peg Ayers , MBA, CCXP. What are you thinking?

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

24-7 InTouch

FEBRUARY 25, 2020

By focusing on our team members’ experience , we improve results from a retention and employee engagement perspective, while also driving core contact center metrics such as CSAT, AHT, and attendance. Monitor: Evaluate the program goals previously established through regular reporting and calibration sessions.

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

Customer Relationship Metrics

JULY 27, 2017

Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). Do you think you will be able to develop an impactful action plan from a 2 or 3 question survey in your contact center? How would you take action?

Morale 71

Morale Calibration Contact Center Surveys 71

Call Experts

SEPTEMBER 18, 2019

The training continues with 3 weeks of on the job coaching, Quality Assurance monitoring, and regular feedback sessions with their trainers and leadership. Once completed, we provide a monthly continued education curriculum focused on areas like: providing impactful coaching. Understand top tier contact center operations and benefits.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Voxjar

JUNE 5, 2021

Two words: call calibration. In this guide, we’re going to cover everything you need to know about call calibration: what it is, why it matters, and how to do it to keep your customers—and call center agents—happy. What Is Call Calibration? What’s So Important About Call Calibration? Provide Feedback.

Calibration 40

Calibration Call Center Best practices Feedback 40

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 ). Shift focus to coaching and excellence. Eliminate score haggling.

Calibration 42

Calibration Coaching Feedback Customer Service 42