Playvox

FEBRUARY 13, 2023

While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways.

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Connecting the Dots

SEPTEMBER 7, 2020

Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem.

Surveys 62

Surveys Education Calibration Contact Center 62

Connecting the Dots

SEPTEMBER 9, 2019

Metrics to enhance success and prevention. The following are nine metrics you should consider using to move from firefighting to a preventive/value-add mode of service. – This answer, using the same survey questions, can be compared to actual surveys, if there is a difference, then there is a calibration problem.

Surveys 48

Surveys Education Calibration Contact Center 48