What is calibration in the quality monitoring process and what are the benefits? What exactly is quality assurance calibration and why would a contact center need to do it. Myra’s answer to What is calibration […]
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Category: Contact Center Quality Monitoring
How do I get all of my supervisors together for calibration?
My call center has a great quality monitoring program and it’s been well received by our call center agents. We have had some challenges with consistency and most likely, regular calibration sessions will help, but […]
De-escalation Training for Customer Service & Soft Skills Training 