Myra Golden Media

JULY 16, 2019

We’re not preparing six-course culinary brilliance. Needlessly Long Quality Form. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Monitoring Sans Coaching. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair.

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Calibration Contact Center Coaching Construction 153

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? Here’s the 8 Step Quality Program we use at Myra Golden Seminars.

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Outsource Consultants

MARCH 9, 2018

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. Of course, every company is different, and you may have to customize your service levels. Industry standards say that you want to answer 80% of your calls within 20 seconds.

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outsourcing Call Center Calibration Average Handle Time 52