Скачать или смотреть Can Calibration Reduce Bias In Agent Scoring?

Explore the critical question of whether calibration processes can effectively mitigate bias when scoring contact center agents. This video delves into the intricacies of agent evaluation and the potential for calibration to ensure fairness and accuracy.

Discover key insights about reducing bias in agent scoring:
► Understand the common sources of bias in agent performance evaluations.
► Learn how a structured calibration process can bring objectivity to scoring.
► Identify the benefits of consistent and fair agent assessment for overall call center performance.
► Explore practical strategies for implementing effective calibration sessions.


#AgentScoring, #CallCenterBias, #Calibration, #ContactCenter, #PerformanceManagement