Myra Golden Media

JULY 15, 2019

Are you designing or redesigning a Quality Monitoring Program for your organization right now? Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring. Develop Calibration Strategy. Introduce Quality Program to Employees. Develop Calibration Strategy.

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Calibration Coaching Morale Feedback 153

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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Management Gamification Calibration Quality management 88

Monet Software

AUGUST 11, 2020

Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams. But the demands for impeccable compliance and better-every-time contact quality often require new systems and processes. And when the QM team “owns” quality, others across the organization know who to turn to for insights. #3

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Contact Center Calibration Quality management Call Center 71

Serenova

MAY 13, 2020

This is when quality management becomes essential. Quality management is a key contributor to boosting the customer experience because it pinpoints where your team is doing well, as well as areas for improvement. Before recording and analyzing any calls, clearly document the goals of your quality management program.

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Contact Center Calibration Quality management Coaching 75

Playvox

NOVEMBER 3, 2021

Related Article: How to Maintain Your Company Culture as you Scale. Instead, it’s baked into the process of how people do their work each day, and into the attitudes employees have about that work. What is a Collaborative Culture? Collaboration doesn’t just happen because someone decides to initiate it.

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Contact Center Calibration Construction Morale 103

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?

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Best practices Call Center Interactive Voice Response First call resolution 104

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.

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Best practices Call Center Calibration Gamification 48

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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Quality management Coaching Contact Center Calibration 52