Contact Center Monitoring (3 Part Virtual Class)

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.

When is the last time you took a long, hard look at your monitoring form? Is it outdated? Disorganized? Boring and lifeless? Part three of this course will show you how your monitoring form can impact the accuracy of your quality program and affect agent acceptance of feedback and ratings. A creative and energetic monitoring form can invigorate your program by prioritizing and focusing on the right performance standards.

You will 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
• Establish clear, valid and measurable performance standards which align with your call center’s objectives
• Inspire agents to achieve quality excellence
• Create flexible measurements that encourage continuous improvement
• Get agent feedback and buy-in for maximum impact
• Effectively communicate performance standards to your agents and the entire organization
• Customize your performance standards for measuring written and Web communication quality
• Involve the right people in designing the form
• Solicit specific feedback from call center management and agents Design an organized, easy-to-read form that will clearly communicate your performance standards
• Set the performance categories and a rating system that will support your monitoring goals
• Integrate the form with your monitoring technology
• Celebrate the monitoring form! We’ll show you how to promote your monitoring form as the scorecard for quality in your call center.

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.

Date:	Price:
Oct 28- Nov 11, 1pm-3pm EST	$699.00

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