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.
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. Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair.
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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? Design Coaching Strategy. Develop Calibration Strategy. Makes connection.
Myra Golden Media
AUGUST 5, 2019
On August 9th I am hosting a webinar, Quality Form Development & Coaching. If you want to visualize, plan, and execute a quality program that drives an excellent customer experience, join me for this exclusive webinar. Here are the details of this webinar. Even if you can’t attend, get the recording.
Myra Golden Media
JULY 12, 2019
Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?” Here are the details of this webinar.
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.
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. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?
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