Myra Golden Media

JULY 12, 2019

This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback. I may not have a bubbly tone like Tammy, but I’m good with customers.” What I did is I began meeting weekly with my supervisors to calibrate. Here are the details of this webinar.

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Calibration Coaching Contact Center Call Center 238

Myra Golden Media

JULY 16, 2019

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. . Monitoring Sans Coaching. Employees expect and deserve feedback and guidance on their performance. Skipping Calibration. Continue the Conversation with Me?

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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? Design Coaching Strategy. Develop Calibration Strategy. Makes connection.

Calibration 153

Calibration Coaching Morale Feedback 153

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. Before you coach the call, ask, “How did that call feel to you?” Make It About Coaching Employees to Optimal Performance. So often I see management in companies coaching the numbers. “We

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Contact Center Calibration Coaching Feedback 136

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. This feedback can highlight specific areas where agents excel or need improvement. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.

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Best practices Call Center Interactive Voice Response First call resolution 104

Playvox

SEPTEMBER 20, 2023

QM is more of a comprehensive program that focuses on both performance management & process improvement by using calibration, appeals, motivation, coaching, and gamification. AI can then assist the analyst to score and provide feedback. AI can also provide feedback to justify the scoring and also help agents improve.

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Quality management Coaching Contact Center Calibration 52