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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.
Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.
Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at https://protect-eu.mimecast.com/s/4v25CANYYIrJg7AhG7Cd0?domain=justinmrobbins.com.
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