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?
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
Quantity of quality monitors completed against our goal for a time period. Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. Permissions and access.
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