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Contact Center Monitoring: Setting Agent Performance Targets
Get the most out of monitoring by establishing performance standards that will achieve optimum results within your call center.
If your organization’s goals include building rapport, satisfying customers and making sales, it’s time for a monitoring program that’s tailored specifically towards achieving these results. ICMI’s Contact Center Monitoring: Setting Agent Performance Targets course will put you on the fast track to creating a program fully focused on your call center’s mission.
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 successful interactions on the phone or through other means of communication. We’ll show you step-by-step how to determine the right contributors, use customer expectation and mission to guide you, and identify “sticky standards” when deciding how to measure success. This course will also help you properly adjust your organization’s monitoring process for email and text chat.
Whether you’re creating new performance objectives or want to revitalize your existing standards, ICMI’s Contact Center Monitoring: Setting Agent Performance Targets will help you determine the performance targets that will best communicate your priorities.
Designed for managers, supervisors, QA specialists, and coaches who are responsible for quality monitoring in the contact center, this course covers:
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