Devoted to the call center industry, the agents on the phones, and their managers

I was looking through some old stuff and found this link to an excellent article by Marcia W. Hicks on Calibrated Call Monitoring.

This is a much more extensive review of the subject that I gave it and is a good resource if you really want to do Calibrated Monitoring.

This is a piece from the article:

Calibration means standardizing a process by determining its deviation from the standard, in order to determine the proper correction factors. In a call center, calibration is the process by which you limit variation in the way performance criteria are interpreted. Calibration is a critical element of improving call-monitoring performance.