Improve Consistency Through Calibration: Conduct Effective Quality Calibration Sessions. Calibration is an ongoing process where a team of quality specialists, coaches, supervisors, and perhaps frontline staff complete evaluations on a single call, measure the variance, and reconcile the differences. In the end, it is a center’s degree of calibration that IMPROVES consistency in quality, both in the application of standards to call behaviors and in frontline performance. In this session, you will learn the key decision points for creating an effective calibration program, how to measure call calibration and best practices in conducting a productive calibration session.
March 29 / 1pm CT
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