Calibration Makes Perfect
Calibrating QA Evaluations Spurs Excellence and Increased Satisfaction
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Calibrating contact center quality assurance (QA) performance is a key practice for ensuring agents are delivering on their organizations’ promises to provide excellent customer care and service.
Calibrating QA evaluations to an excellence standard prevents them from being politicized by evaluator preference or prejudice. Failure to calibrate the evaluation process can be detrimental to organizations’ strategic goal of differentiation through customer care and service excellence — attributes defined by benchmarks set by leading industry organizations.
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