Call Monitoring - improving the ROI of quality monitoring
- Topics:
- Analysis
- Tags:
- Agent,
- ROI,
- Real Estate,
- Prosci,
- Monitoring,
- It Operations,
- Enterprise Software,
- Customer Relationship Management (CRM),
- Call-center,
- Call Centers,
- ...
- Source:
- Call Center Learning Center
FREE Registration is required
Overview: Prosci's Quality Monitoring Lifecycle (pictured above) is a holistic approach to monitoring your agents performance. Some call centers have fallen into the trap of monitoring for the sake of monitoring or simply providing agent scores. They recognize that monitoring is a necessary part of managing a call center, but only use the results of monitoring on an individual basis. When problems arise with a single agent, the monitoring process is used to validate that there is a problem. This module examines how to make the most of a quality monitoring program and the key lessons and improvements your program can produce. A call center that uses this lifecycle can improve overall performance through: improved hiring and screening criteria, revised training curriculum, "best of best" examples, coaching skills and supervisor training , improved agent skills, process and system improvements.
(Is this item miscategorized? Does it need more tags? Let us know.)
Format: HTML | Date: Jan 2003 | Pages: 1
