Bring reviewers together
Invite many participants and get them review the same customer conversation.
Break down silos between teams by holding cross-organizational workshops.
Calibration workshops
stay consistent across the scale. stay fair
Ensure consistency among reviewers, whether they tend to be too lenient or overly harsh in their ratings. Align evaluations across all your production sites, regardless of their culture or size.
Train your reviewers to do reviews right
Submit and collect reviews in advance
Carefully select a relevant customer conversation or opt for a random selection.
Complete the reference evaluation by reviewing it according to the necessary standards and criteria.
Ensure your reviewers proceed with their reviews as well.
Check alignment and different perspectives
Hold a group session to dive into the ratings assigned by reviewers.
Spot discrepancies and have insightful discussions to understand different viewpoints.
Get your reviewers on the same page about what each reviewee needs to achieve for each rating.
Build consensus and cook up improvement plans
Deliver feedback that sparks collective improvement.
Collaboratively fine-tune the grading approach if needed, considering the perspective of those on the ground.
Drive multiple outcomes through ongoing calibration
Onboard reviewers and improve their confidence in the evaluation processes
Onboard reviewers and improve their confidence in the evaluation processes
Maintain reviewer alignment when rolling out new products or implementing changes
Reinforce accuracy behavior and strengthen consistency among reviewers
Boost communication and collaboration among reviewers
Boost communication and collaboration among reviewers
Step up your grading strategy
Don't just rely on review calibrations that may send mixed signals to your associates. Proactively conduct calibration coaching workshops to ensure consistency in feedback.