How to Boost Your Quality Monitoring with Calibration – And Why You Must

A close-up image of a young Indian business woman and her colleagues standing in front of a whiteboard. The woman is smiling and writing on the board while the others look on.

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. It’s now 3 years later and my son is almost 14. The other day he came to me  and said, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m almost 14 with the same room I had when I was little.”

My son felt we were being unfair to him by not redoing his room at exactly the same age as we did his sister’s. So, on Saturday night we went out and picked out his new room. We haven’t made the purchases yet, but the process is started! I didn’t think of the timing as being unfair, but that is certainly my son’s perception.

You, no doubt, have employees who notice the little (or big) things just like my son. This means you must take care to be fair and to be perceived as fair, particularly when it comes to performance feedback.

I remember managing a contact center and having an employee say to me, “Tammy does the exact same thing, yet the supervisor doesn’t take off points for her. I may not have the bubbly tone like Tammy, but I’m good with customers.” The employee was referring to the point distribution on her quality monitoring form versus Tammy’s points. Employees often came into my office to have discussions that were in one way or another just like this one. The problem was my people didn’t feel the supervisors were being fair. That was a problem.

It took me a short while, but I did eventually nip the unfairness dilemma in the bud. What I did is I began meeting weekly with my supervisors to calibrate. Calibration is simply: Continue reading “How to Boost Your Quality Monitoring with Calibration – And Why You Must”

3 Ways to Get Quality Contact Center Monitoring Right

If you can dream it, you can do it

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data.

Just 5 months after introducing the new quality plan, management acknowledged that the plan was thrown together without proper research or knowledge, it was too difficult to manage, and employees perceived the program as unfair. The entire plan was benched.

This, friends, is a really good example of how not to do a quality monitoring plan. Quality monitoring programs must motivate employees to perform at optimal levels, be easy to manage, and certainly they must be fair. Today I will explore with you 3 ways to Get Quality Monitoring Right.

One. Let Employees Listen to Their Own Calls

Dealing with problems is what I do

Continue reading “3 Ways to Get Quality Contact Center Monitoring Right”

2017 Customer Service Online Training Opportunity with Myra Golden

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.”  

Betty Doyle, Sr. Learning Designer, Customer Care, Walmart eCommerce

Watch this short overview video to learn more about Myra’s customer service eLearning

 Learn more or try for free.

Customer Service eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease –  with Progress Reports, Quizzes and SCORM option. 

  • Walmart called Myra’s eLearning the “the gold standard and John Hancock saidThe first thing that struck us was how engaging each module was….you are asked to actively participate in each module and there are action items you take away.
  • Myra has gathered up all of the best training content and activities from her live, full-day customer service workshops…the ones she delivers to companies like Coca-Cola, McDonald’s, Frito-Lay and Vera Bradley  – and neatly packaged it in a comprehensive, affordable and extremely effective new customer service eLearning package that’s a fraction of the cost of classroom training. 
  • This eLearning is super easy!  Choose an Administrator at your company and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse!

 Learn more or try for free.

This Is How to Talk To An Employee About a Problem {3 Steps}

One of the things I’m working on this year is giving you tools to help you coach your employees and hold them accountable, so that they are positioned to deliver the best possible customer experience.

The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.

Use what I call KFD

Continue reading “This Is How to Talk To An Employee About a Problem {3 Steps}”

People Generally Perform Better When They Get Feedback. But You Knew That Already.

Live Guided Webinars with Myra Golden

People generally perform better when they get feedback. And here’s a perfect example of how helpful feedback is. Continue reading “People Generally Perform Better When They Get Feedback. But You Knew That Already.”

I Ordered Groceries Through Walmart’s Online Ordering. Here’s How it Went.

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A few months ago I got a postcard in the mail from Walmart announcing online grocery ordering and pickup. The idea immediately appealed to me because I hate grocery shopping. There are not many things I actually loathe, but grocery shopping is one of those things.

Last night I was making my task list for what I needed to accomplish today and tomorrow, and my mood turned sour when I had to type in “grocery shop.” But then I remembered Walmart has online ordering, and I decided to give it a try.

My grocery list was already made because I just tell Alexa (Amazon’s Echo Dot) what I need as I discover the need. So, I sat down in my home office with a glass of 2014 red wine, incense burning, a fountain flowing and smooth jazz playing, and I ordered my groceries. This is how grocery shopping should be! Continue reading “I Ordered Groceries Through Walmart’s Online Ordering. Here’s How it Went.”