Quality Call Center Monitoring – On-Demand Video Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring. In contact centers, a robust quality call monitoring program makes all the difference. A poorly […]
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Tag: Quality Monitoring Calibration
What is quality monitoring calibration and what are the benefits?
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 […]
When calibrating for quality call monitoring, do you suggest calibrating scores only or also the coaching?
Q. My team meets weekly for a 60-minute calibration and we focus solely on the scores on the monitoring form. But it has occurred to us that we may not be consistent on the comments […]
De-escalation Training for Customer Service & Soft Skills Training 