4 Reasons Your Quality Management Stinks

Customer Centric Support

Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Customer Service Featured QA QM Quality Management

Stay in Sync with Effective Calibration

NICE inContact

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience.

Are calibration sessions necessary in an AQM environment?

DMG

Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration.

Calibration Is Key to Improving Quality

Brad Cleveland

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration Is Key to Improving Quality

Brad Cleveland

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance.

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Needlessly Long Quality Form. Skipping Calibration.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

Are you designing or redesigning a Quality Monitoring Program for your organization right now? Here’s the 8 Step Quality Program we use at Myra Golden Seminars. Determine Outcomes – What you want your employees to do, do differently as a result of quality monitoring.

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

Sikorski's Think Abouts

Own the quality of their team. Provide the calibration function. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance Customer experience customer loyalty customer service Empathy empowerment Increase performance KPIs Laura Sikorski Objectives Optimization Quality Analysts Quality Assurance Quality Management Supervisors Team Leaders

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

Sikorski's Think Abouts

Performance Standards (Calibration) Chart. Quality Monitoring Form. Trends in Quality Assurance: Less punishment more training. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think Abouts

Call Quality Monitoring Dos and Don’ts

NICE inContact

Quality monitoring plays an important role in the performance improvement process to make sure both needs are met. It may sound as easy as simply listening to calls and telling people what to change, but great quality monitoring is a much more nuanced endeavor.

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center. 5) Call Quality.