Myra Golden Media

JULY 12, 2019

What I did is I began meeting weekly with my supervisors to calibrate. Calibration is simply: To check, adjust, or determine by comparison with a standard (the graduations of a quantitative measuring instrument): calibrate a thermometer. To make corrections in; adjust: calibrated the polling procedures to ensure objectivity.

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Myra Golden Media

JULY 16, 2019

We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. If you need help with designing your quality form, get a seat in my August 9th webinar where I walk through the quality form components and give out sample forms. .

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Myra Golden Media

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?” On August 9th I am hosting a webinar, Quality Form Development & Coaching.

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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? Develop Standards and Objectives for Customer Experience. Makes connection.

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Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

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NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

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Playvox

SEPTEMBER 20, 2023

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. Improved customer experience and agent performance. Automated quality management helps quality analysts be more efficient in their work. The results?

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