The best monitoring programs result in interactions that incite customer confidence and loyalty. A poorly-designed program can undermine the best of intentions and result in de-motivated staff and dissatisfied customers. During part one of this course you will learn the characteristics of the most effective monitoring programs and how to translate best practices into reality in your contact center. Step by step, we’ll show you how to design a comprehensive plan that’s consistent with your quality objectives and how to use your monitoring program to cultivate an environment of continuous quality improvement.

Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive quality contacts. Whether you’re creating new performance objectives or want to revitalize your existing standards, part two of this course will help you determine the performance targets that will best communicate your priorities.