Presented By: Kristyn Emenecker, Principal Consultant, Solutions Marketing,Verint Witness Actionable Solutions
On Demand: Live October 2007
The accuracy of records that contain information about employee performance is critical. In contact centers, employee performance reviews or bonus / incentive plans often are influenced by (if not directly tied to) quality monitoring scores. Deviation in scoring between evaluators needs to be eliminated to as great an extent as possible. Calibration of scoring is a critical component of any successful quality monitoring program, but calibration sessions are all-too-often inefficient and difficult to measure, not to mention challenging to find the time for in the first place. In this webcast, we’ll discuss the what’s and how’s of calibration between call evaluators. You’ll learn:
-- Process & practices: How to do it
-- How to keep calibration meetings focused and effective
-- Calibration measurement and standard deviation
-- Setting goals and tracking progress
-- Auto-calibration: How data analytics can change the way you identify calibration gaps
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