Myra Golden Media

JULY 15, 2019

Develop Calibration Strategy. Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? What’s morale like? You give everyone the same ingredients to work with, but the final presentation will vary greatly, and uniquely among your team.

Calibration 153

Calibration Coaching Morale Feedback 153

Connecting the Dots

SEPTEMBER 7, 2020

– This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. If the customer took a survey, how would they rate the call? Choosing The Right Survey. 6) are ignored by management because they may open Pandora’s box.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

– This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem. If the customer took a survey, how would they rate the call? Choosing The Right Survey. 6) are ignored by management because they may open Pandora’s box.

Surveys 48

Surveys Education Calibration Contact Center 48

Callminer

SEPTEMBER 5, 2017

Managing morale during busy periods – During brand crises or unexpectedly busy holiday periods, it’s not unusual to start to see staff absences rise as employees dread the negative onslaught of comms coming their way when they start their shift. They also should ask for agents’ feedback about the practices that the team follows.

Call Center 140

Call Center call center software outsourcing Coaching 140