Myra Golden Media
JULY 16, 2019
We’re not preparing six-course culinary brilliance. 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. Expecting Coaches to Coach Without Training.
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.
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Integrity Solutions
AUGUST 24, 2022
What they don’t always recognize is that it’s something that can be developed through effective training and coaching. These and other alignment checks should be part of the ongoing performance strategies of the sales manager and coach. This isn’t news, of course. Have we done an alignment check?
Customer Relationship Metrics
JULY 26, 2017
The tolerance level of these traditional QA practices amongst contact center employees and customers has run its course. Think about the evaluation, the calibration, and the coaching. Simply said, Survey Calibration is a process within any survey program where the data is sanitized to ensure accuracy.
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. And why would they?
COPC
APRIL 1, 2022
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 Of course, we support the role of QA in a well-operating organization, but it must drive business value. .
Taylor Reach Group
DECEMBER 7, 2018
Of course, different centers will have different results, as averages are just that. Of course, your investment costs aren’t just associated with those that leave during training or nesting. Improving coaching processes. Of course, staffing and workforce is tricky, and it drives attrition. Creating mentor programs.
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