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Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way.

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9 Ways a Collaborative Culture Benefits Your Contact Center


Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. Think of the performance calibration process as the collaboration of team leaders, and it’s a crucial contact center activity that should take place as a matter of course.


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Putting Humanity in Contact Centers

Customer Relationship Metrics

The reasons behind millennials’ desire to enhance their skills and to further their careers is a great opportunity when a constructive process exists. Get a Constructive Process. While technology may have helped to automate these practices, the constructs are relatively the same. What to do now.

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How to Properly Manage a Call Center Outsourcer


There needs to be a constant cycle of constructive feedback, and you need to treat this relationship like a partnership. This will make sure that you get the most our of your calibration sessions and you will be able to trust the scores your call center partner should be giving you weekly. Have Weekly Calibration Sessions.

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Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months.

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Beware of Snake Oil and Hiring Assessments

Toister Performance Solutions

These profiles are often generic and not calibrated to your employees. However, it seems reasonable that the ideal employee is probably slightly different for both companies. If you do consider an assessment, make sure you calibrate it first. Think of it this way.

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The Power of Recognition: How to Motivate Agents Authentically


According to a recent Gallup study , best-in-class managers use ongoing conversations to deliver feedback that celebrates successes and calibrates performance. Regularly evaluate performance, provide constructive feedback, and celebrate achievements to keep agents motivated and on track.

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