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| Call Center Quality Monitoring | |||
| Description: This 3-hour seminar goes beyond the “how” and “who” of agent Quality Monitoring. This seminar helps you evaluate the critical aspects of monitoring contacts so that you can: - Design and implement a new quality-monitoring program, or - Make significant improvements in your current quality processes. Highlights of the seminar include: |
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Perception and legality | ||
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Customer Loyalt | ||
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Monitoring (who, how often, when) |
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Feedback (who, when, how) | ||
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Training and coaching | ||
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Survey criteria | ||
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Scorecard content | ||
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Implementation | ||
| Included in the course are roadmaps, master planning guides, templates, software tools and checklists. | |||
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CERTIFICATION: Certificate Of Participation |
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