Contact Centers: Calibrate! Calibrate! Calibrate!

No one individual should be allowed to dominate the conversation, and this time shouldn’t be used as a gripe session about your existing guidelines on quality assurance. Set these ground rules up front.

Allow ample room and support for your contact center reps’ participation. Encourage them to speak up. As you identify changes in your script flow, allow them to pilot the changes before full deployment to your entire staff.