Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. Meet Our Panel of Contact Center Experts: . It ties up lines and makes the whole center fall behind.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Myra Golden Media

JULY 12, 2019

The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Quality monitoring programs must motivate employees to perform at optimal levels, be easy to manage, and yes, they must be fair. Before you coach the call, ask, “How did that call feel to you?”

Contact Center 136

Contact Center Calibration Coaching Feedback 136

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. These are interesting times for SMB call centers and help desks. Small-scale, in-house and boutique customer contact facilities enjoy unique opportunities in today’s CX-focused market. 3 Calibrate Quality Evaluations and Metrics.

Contact Center 71

Contact Center Calibration Quality management Call Center 71

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?

Calibration 40

Calibration Call Center Best practices Feedback 40

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? Are you taking the right steps to evolve toward workforce engagement management? If you think about that, you’ll do things differently.”

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

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. This is when quality management becomes essential. You can determine the coaching and training that will have the greatest impact on customer experience.

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? Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

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

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

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. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

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

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

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

COPC

APRIL 1, 2022

Customer experience management platforms Artificial Intelligence (AI) tools like Nexcom’s RevealCX Boost (1) offer customer experience departments innovative ways of efficiently collecting data. Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations.

Customer Experience 95

Customer Experience Management Coaching Best practices 95

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

SEPTEMBER 20, 2023

But how do AI and automation technologies actually help make your contact center more efficient? By applying them to this type of work, you can give time and energy back to your managers and agents to spend on activities that directly improve customer experience. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Customer Service Life

JUNE 10, 2019

I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call and using a set of criteria to grade that call. That’s time consuming and difficult for quality teams to calibrate with one another on for consistent grading. It’s just a number.

Contact Center 60

Contact Center Coaching Calibration Metrics 60

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

pindrop

OCTOBER 21, 2021

The contact center of the future is already here. Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. These trends have driven contact centers to invest in capacity increase, workflow automation, and process improvements.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57

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

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. According to a Contact Center Helper report, 95.7% Customer Satisfaction. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

SharpenCX

NOVEMBER 5, 2020

Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. But, how do you, manager, with heaps of other work to do, stay on top of these daily supplements for your agents? Agent scorecards are feedback tools to help you put intention behind your coaching moments. DO look for outliers.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

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

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

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). Manage the customer’s expectations. The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

NICE inContact

JUNE 21, 2016

Having the best quality monitoring technology can certainly help improve quality in your contact center. Great quality management programs compile results at the agent, team, and location levels to track growing trends and gain additional insights. attitude that impedes getting buy-in during coaching sessions.

Calibration 50

Calibration Coaching Contact Center Quality management 50

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

Taylor Reach Group

JANUARY 5, 2018

Outsourcing your Contact Center can be a scary proposition. Visit the center where your work will be done. Don’t let the management staff keep you in a conference room suffering death by PowerPoint. A solid, searchable knowledge management system keeps everyone informed and allows regular updating.

outsourcing 70

outsourcing Calibration First call resolution Coaching 70

Customer Relationship Metrics

JANUARY 11, 2017

I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. Post-call IVR surveys allow you to capture the raw emotion of the contact center experience.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

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

Expivia

APRIL 1, 2021

When we are consulting in another call center, there is a list of questions that are asked every time. If we came in for a consultation for you, we would talk to reps, managers, HR, upper management; honestly, we’d talk to everyone. Consider the culture of your management team. How does management treat peers?

Consulting 52

Consulting Consulting Call Center Coaching 52

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. We invest in our leadership team by offering up to 16 hours of leadership training for all newly promoted management level staff. Omnichannel management creates opportunity.

Calibration 40

Calibration Coaching Call Center outsourcing 40

Voxjar

AUGUST 15, 2021

Call center scorecards are referred to by many names: quality assurance scorecard, customer service scorecard, quality scorecard, call center quality scorecard, and probably a few others. Plus, you’ll have a central location with all of the information you need to coach your call center reps. Call Center Processes.

Call Center 52

Call Center Calibration Abandon rate Average Handle Time 52

Service Agility

DECEMBER 5, 2017

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. Yes, any organization of 50, 500 or 5000 will have a few bad apples, and contact centers are no exception.

Calibration 40

Calibration Contact Center Surveys Advertising 40