Calibration Gamification How To Quality management 
Playvox
MARCH 12, 2024
Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. When exploring how to motivate agents, it’s important to note that intrinsic motivators have a more significant impact on employee engagement and performance than extrinsic motivators.
Playvox
FEBRUARY 20, 2024
Overall, remote work has redefined how we collaborate and do business. And, it’s forced companies to get creative in their management practices to figure out how to best manage remote teams. Better yet, having a more engaged workforce makes your task of managing remote teams effectively a little easier.
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NobelBiz
FEBRUARY 27, 2024
Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?
DMG Consulting
JULY 26, 2018
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.
Playvox
SEPTEMBER 20, 2023
One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. Automated quality management helps quality analysts be more efficient in their work. What is Automated Quality Management? Keeping a close eye on quality prevents costly customer churn.
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