Best Practices in Calibration and Scoring
Calibration for Consistency Best Practices in Calibration and Scoring We understand that most contact centers put a lot of effort into building a quality monitoring form that describes, in detail, what is expected of agents at every stage of a call, email, or chat session. However, regardless of how well crafted the form is, there will usually be room for interpretation. The purpose of a calibration meeting is to help you identify these differences, and resolve them through effective group discussion.
In this six-part course, students will learn: