Monet Software
AUGUST 11, 2020
These individuals take the lead in creating diagnostic tools like monitoring quality in live and recorded contacts, and identifying ways to train, coach and instill a quality mindset at every level. 3 Calibrate Quality Evaluations and Metrics. All of this takes expertise. 4 Drive Quality Organization-Wide. Ask the QM team!
CSR Inc.
OCTOBER 1, 2017
Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program. Follow up Coaching the Coach sessions (LINK TO TRAINING MODULE) are great refreshers. Calibrations Aren’t Just a Chore. Calibrations run smoothest when healthy conversation is fostered.
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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). Did your rep: Follow the greeting script. Script Adherence. Did your rep: Follow the correct script. Sound natural when following the script.
Callminer
AUGUST 1, 2017
Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. If someone is making a mistake for two months waiting for his/her quarterly coaching session, thousands of dollars can be lost. James Pollard.
Customer Relationship Metrics
JULY 26, 2017
Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments. And you can’t script Empathy and have it felt as genuine. Anything less knocks the customer out of focus.
Integrity Solutions
JANUARY 22, 2024
They’re not just repeating polished marketing messages or scripted sales talking points that are designed only to push someone to buy. To be credible, you have to be authentic, and nothing says inauthentic like reciting a script or blasting out generic messaging to everyone in your contact list. Calibrate your self-orientation.
SharpenCX
NOVEMBER 5, 2020
Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly. Agent scorecards are feedback tools to help you put intention behind your coaching moments. .
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