Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

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. 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.

Join this session to learn how to:

Use a step-by-step process to put a powerful monitoring program into action quickly
Communicate your monitoring strategy to agents and the larger organization
Keep the thrill alive with tips to encourage an ongoing focus on key measurements and benefits of call monitoring
Conduct productive calibration sessions to ensure consistency and accuracy
Uncover industry monitoring trends and best practices that you can implement
Incorporate emerging technology to enhance your program Attend this seminar and magnify the quality of each customer contact by creating a dynamic monitoring program that serves as the pillar of your call center quality initiatives.

Seminar Outline

The big questions

Why should we be monitoring?
Who should be monitoring?
How often should we be monitoring?
How should we be monitoring?
What's the relationship between monitoring and coaching?

8 steps to the right results

Determine roles and responsibilities
Identify purpose & establish objectives
Set performance standards
Develop supporting tools
Communicate coaching guidelines
Test consistency, validity and fairness
Communicate
Review and fine-tune (ongoing)

Emerging technology
Online considerations

Value added materials

Printable Slide Presentation
Monitoring Program Handouts
“E-Learning Meets Quality Monitoring”
“Innovative Trends in Quality Monitoring”

Who should attend?

Managers, supervisors, QA specialists and coaches who are responsible for quality monitoring in the call center. The material in this seminar is at an intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 1 only of this series. Register for Part 2 and Part 3 individually.

Unable to attend any of these dates? We have a recording of this seminar that you can play back on demand for the same low price. To order the recording please contact us.

Date:	Price:
Live Seminar Recording	$299.00

Testimonials:

“I learned a lot from the seminar. The material was very relevant and I thought the real time polling questions were great to be able to see what my peers are doing. With the knowledge gained yesterday, I feel confident we can put together a first rate call recording and evaluation system that will benefit the entire organization and especially our customers!”

Jeanne Heath, Senior Training Specialist, Waypoint Bank

"I absolutely loved it! It's best online training experience I've had in 8 years!"

Shanelle McCoy, Specialist, Accenture

"I am in the process of developing an entirely new monitoring and coaching program for my department and this helped me greatly to understand areas that I was questionable on."

Jody Wentz, Assistant VP, Huntington Bank