Customer Service Life
JANUARY 15, 2019
They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score. Where does quality calibration come into play?
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.
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Customer Service Life
JUNE 17, 2019
My goal in this article is to share with you some of the quality applications on the market, but first, let’s look at the benefits of upgrading from your spreadsheets and formulas to something a bit more sophisticated. Build forms and maintain historical data with zero effort. Calibrate with all scorers. No formulas required.
Robert Davis
APRIL 5, 2018
Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.
Robert C. Davis and Associates
APRIL 5, 2018
Unlike the heavy-handed sales tactics of the past, elite outbound vendors today employ modern telemarketing programs that leverage predictive analytics and buyer intent data to identify the right offer at the right time, which is delivered by well-trained telesales agents who provide a white-glove experience.
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