NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type. Calibrate with your customers.

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Calibration Agent Empowerment Quality management Contact Center 48

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Skipping Calibration.

Calibration 153

Calibration Contact Center Coaching Construction 153

CCNG

JANUARY 17, 2024

That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. “I hate my job. If they don’t care, why should I?”

CCNG 195

CCNG Calibration Employee engagement Call Center 195

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Traits that define a great customer service rep.

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Customer Service Calibration Feedback Sales 198

Balto

JANUARY 11, 2024

“Do you enjoy filling out customer service surveys?” ” That’s the question I posed to a group of customer service professionals. ” Then why do we pester our customers with surveys? Do you have to calibrate against actual customer surveys?

Surveys 52

Surveys Customer Service Contact center software Calibration 52

Toister Performance Solutions

MARCH 21, 2019

Rather than drone on about the concepts, we used interactive activities to highlight common customer service challenges and share solutions. These are all concepts from my new book, Getting Service Right. The specific obstacles you face depend on how you're communicating with your customers. All clients are remote.)

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Calibration Customer Service Wait times Contact Center 81

Myra Golden Media

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Calibration keeps everyone who monitors and coaches consistent and fair. Determine Monitoring Method and Frequency.

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Calibration Coaching Morale Feedback 153

Fonolo

MARCH 5, 2019

Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging. Customer service teams should expect these sensitive types of interactions and be prepared to manage them with tact and integrity.

Healthcare 112

Healthcare Customer Service Calibration Call Center 112

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

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Calibration Personalization Quality management Contact Center 26

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

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Calibration Coaching Quality management Contact Center 26

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it?

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Calibration Schedule adherence Coaching Employee engagement 244

Customer Service Life

JANUARY 18, 2019

Creating a quality form for your customer service team can be a scary task. There’s no right answer here, but intentionality around these names can make a difference in how customers are perceived. And consistency in the way we address our customers matters. What’s your customer service philosophy or mission?

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Calibration Customer Service Coaching Contact Center 80

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

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? I manifested every image I tacked on my board. EVERYTHING.

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Calibration Customer Experience Coaching Marketing 136

Customer Service Life

JANUARY 15, 2019

As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” In my opinion we can thank a handful of customer service news stories that somehow conditioned us to think that customer service isn’t great unless it goes viral.

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Calibration Quality calibration Coaching Contact Center 75

Nicereply

JUNE 8, 2021

That’s not surprising when you consider that 90% of customers use customer service as a factor when deciding whether or not to do business with a company. Customer service is a top influence on business performance and impacts your bottom line. Customer Service Phrases to Use in 2021.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Brad Cleveland Blog

MARCH 13, 2018

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier.

Calibration 20

Calibration Coaching Quality management Contact Center 20

Beyond Philosophy

AUGUST 11, 2022

Then, on my return flight, we learned after taxiing through Heathrow that we were delayed because “the gate was not calibrated for the plane.” She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Sure, it happens, I thought. Mandy is right.

Airlines 365

Airlines Calibration Self service Consulting 365

Playvox

APRIL 24, 2019

Measuring performance in your call center or customer service department is an ongoing, in-depth, enlightening process.

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Calibration Call Center Customer Service 40

SharpenCX

JANUARY 26, 2021

Let’s dive in on five of the best practices FedEx uses to deliver top-notch customer service. The 5 Customer Service Best Practices FedEx Uses to Score the Highest Satisfaction Ratings in Their Industry. Use data to personalize the customer experience. Hire friendly and helpful representatives.

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Best practices Customer Service Interactive Voice Response Calibration 76

COPC

FEBRUARY 15, 2024

OBSERVATIONS AI is irrevocably altering customer service. This  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations. Regular calibration of AI assessment tools to a set standard is necessary for maintaining their effectiveness.

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Calibration contact center workforce Metrics Contact Center 52

CSM Magazine

MARCH 5, 2024

The calibre of the team here at Business Systems, many of whom bring invaluable client-side experience, is impressive, and I am excited to inspire, nurture and empower them to continue pushing the boundaries of innovation.

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Calibration Banking Management Customer Experience 52

24-7 InTouch

FEBRUARY 25, 2020

To dive deeper into customization capabilities, we’ve outlined the final two stages: training and reporting. We care about our brands, and want to provide the highest quality customer service possible for their customers. Through customized, immersive training environments that are built with the specific brand in mind.

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Brand ambassadors Customer Service Calibration Average Handle Time 52

CSM Magazine

APRIL 2, 2024

Have Strong Customer Service Customer service has become an afterthought. Have Transparent Communication As you make changes and re-calibrate your supply chain, communicate transparently with your partners. Eventually, something will go wrong, and your supply chain must adjust or adapt.

Calibration 40

Calibration Transportation Analytics outsourcing 40

Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 21

Calibration Personalization Quality management Contact Center 21

Playvox

JANUARY 24, 2019

If you just drop your QA analysts in at the deep end and expect them to start transforming your customer service within a matter of days, you won’t see the results you’re hoping for. Preparation is key for effective quality assurance.

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Calibration Customer Service Customer Experience Management 42

Brad Cleveland Blog

FEBRUARY 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Playvox

FEBRUARY 20, 2024

Calibrate Contact Center Interactions Fairly and Consistently While we all know that feedback is important, when a call center gets busy, coaching, mentoring, and even quality management may fall to the side as agents and their leaders look at meeting and beating agreed-upon Service Level Agreements (SLAs).

Management 88

Management Gamification Calibration Quality management 88

CSM Magazine

FEBRUARY 16, 2024

Customer service It might not always be possible to fully comprehend a life insurance company’s customer service before purchasing from them. The prompt resolution of customers’ questions and concerns by the customer care team of any life insurance provider is what makes them so crucial.

Calibration 52

Calibration Education Customer Care Customer Service 52

Global Response

OCTOBER 26, 2022

How much does outsourcing customer service cost? Outsourcing brings many benefits, including the delegation of costly and time-consuming efforts like hiring, training, quality assurance, and staffing, while creating the opportunity to focus your time on customer service strategy, insights, and the performance of your business.

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outsourcing Calibration Contact Center Call Center 62

customer sure

MAY 30, 2023

Dean Asher, Head of Technical and Customer Services at Polypipe Building Products, says: “We’re proud to be delivering a universally positive experience across the service, and the itemised nature of how we collect feedback provides us with data that highlights areas we’re really excelling in, and those in which might need a little work.

Feedback 62

Feedback Calibration Benchmark Engineering 62

The Northridge Group

AUGUST 23, 2022

To jumpstart improvement, a proven approach is to bring in outside Quality Monitoring experts who can objectively assess associate performance and offer honest, practical insights and recommendations for improvement – particularly if an outsourcer is providing customer service agents.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

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

CSR Inc.

OCTOBER 1, 2017

As we’ve developed quality programs for clients over the years, the industries (both our own quality assurance industry , as well as our client’s customer service and call center industries ) have continued to change and evolve. Calibrations Aren’t Just a Chore. Calibrations Aren’t Just a Chore.

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Calibration Coaching Scripts Call Center 59

Anexa BPO

APRIL 10, 2023

At the end of the day, creating the right portfolio of services needs to be based on an organization’s perfectly calibrated omnichannel infrastructure, its ability to provide a service proposition that is consistent with its product proposition, and the creation of physical or digital assets.

Calibration 52

Calibration outsourcing Advertising Engineering 52

Expivia

OCTOBER 20, 2020

Your customer service outsourcer is not just some company that you are buying a piece of software from, they are speaking to your customers. 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.

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outsourcing Call Center Management Calibration 95