Tuesday Training Tip #1: Why Calibration?
Empowering contact center excellence for 30 years!

Tuesday Training Tip #1: Why Calibration?

Welcome to the ICMI Tuesday Training Tip series!

Each week we'll bring you a quick tip to help you optimize your contact center.

To kick things off, we're focusing on calibration. Do you ever feel there's a disconnect between your QA team, coaches, and frontline agents? Calibration may be the missing ingredient in your quality program. Watch as  I explain!

Have a question you'd like answered on a future Training Tuesday Tip video? Please leave it in the comments below.

For a deeper dive, join us at our next training Symposium! Download this brochure to save $400 off a 4-day pass. 

Topics: Learning & Development, Metrics


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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