Are calibration sessions necessary in an AQM environment?
DMG Consulting
JANUARY 10, 2019
Do we still need to do calibration sessions? Calibration is a critical component of a successful AQM program, as it is in a traditional QM process. In an AQM environment, a set of interactions (voice- and/or text-based) are tagged for calibration and sent to all reviewers (QM analysts and supervisors).
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