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.

Calibration 238

Calibration Coaching Contact Center Call Center 238

Myra Golden Media

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?” On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Calibration 136

Calibration Customer Experience Coaching Marketing 136

Myra Golden Media

JULY 16, 2019

We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. 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. .

Calibration 153

Calibration Contact Center Coaching Construction 153

Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Develop Calibration Strategy. Develop Standards and Objectives for Customer Experience. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Determine Monitoring Method and Frequency.

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. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. The ultimate objectives are crystal clear: Boost Customer Satisfaction : Happy customers are loyal customers.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97