Customer Service Life
JANUARY 15, 2019
Where does quality calibration come into play? In a past article I wrote about the importance of a quality calibration process to ensure that everyone is aligned and scoring customer interactions the same way. My prefered method for calibration is where all attendees review and score customer interactions ahead of time.
Robert Davis
APRIL 5, 2018
We also know that their outbound clients include Fortune 50-100 corporations; therefore, quality standards are airtight and well-refined processes are already in place for compliance, workforce planning, sales skill training, list management, dialing systems, performance management and quality calibration.
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Robert C. Davis and Associates
APRIL 5, 2018
We also know that their outbound clients include Fortune 50-100 corporations; therefore, quality standards are airtight and well-refined processes are already in place for compliance, workforce planning, sales skill training, list management, dialing systems, performance management and quality calibration.
Customer Service Life
SEPTEMBER 7, 2018
Now if you’re looking to augment your quality assurance efforts with AI and/or an analytics solution , that’s a different conversation. This can potentially allow your quality team to review more interactions (up to 100%). This is one easy way to insert CSAT into your quality calibrations and coaching.
Customer Service Life
JUNE 17, 2019
Your frontline agents will love seeing where their individual quality stands and don’t need access to many of the other features within the app. Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. Integrate with your helpdesk.
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