Overview:
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.

Overview:
Is managing agent training included in your long list of responsibilities? Unsure of how to effectively direct this critical function? Want to allocate the right resources and get the most out of your training budget?

Overview:
The calls keep coming. The clock keeps ticking. Call centers are incredibly time-sensitive environments in which to work. And supervising in a call center requires excellent time management skills.

Overview:
Large amounts of time and money are spent trying to attract and retain call center agents who are able to represent your company in an organized, consistent manner… but somehow the message doesn’t always get to the agents.

Overview:
Discover how to energize your team meetings and make them more productive. Learn ways to effectively resolve – and prevent – conflict. Better understand team dynamics and how to help each member feel valued.

Overview:
Learn a wealth of tips to motivate, mentor and measure more effectively. Learn how to take a more intentional approach to motivation. Uncover the power of mentoring. And, discover how to convince agents that measurement is positive to their development.

Overview:
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.