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Call Monitoring Webinar Recording

Practical, easy-to-implement strategies, plus secrets, tips, and techniques to take your quality monitoring to the next level!

 

Fine-tune your call monitoring program

Pick up vital new skills in monitoring and coaching

Webinar Recording $299 

Buy Now

 

 

 

Call Monitoring Partial Agenda:  

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro!

  • I’ll explain the five simple and basic components you MUST have on your monitoring form
  • Benchmark monitoring forms from superstar call centers
  • Every attendee will get a 100+ page packet of sample monitoring forms by industry!
  • You’ll even get a sample email correspondence monitoring form
  • We’ll examine how to effectively use Yes/No and Numerical scoring

Taking the Madness Out of the Method: What is the best way to monitor agents?

  • Get answers to your most pressing questions like “how often should we monitor?” and “howmany calls do we need to monitor?”
  • Explore the 3 most effective call monitoring methods, including the pros and cons of each method
  • Don't get left behind...review cutting-edge advancements in call monitoring technology
  • Get more out of your monitoring software: Explore new trends in multiple
  • Get my resource list on the best call monitoring software packages on the market  
  • Bonus: I'll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system...proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

Making Sense of Measurements

  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)  

  • Establish clear, valid and measurable performance standards

  • Find out what's off limits for measuring in quality monitoring and why

Overcoming One of the Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring

  • I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
  • Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
  • We will review 8 common objections agents have to monitoring and I’ll tell you exactly how to respond to every one of them

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud

  • Find out why it so easy for every supervisor to see (and rate) calls differently ---and discovery what you can do about it
  • You’ll g et my 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)  
 

Webinar Recording $299

Buy Now

I enjoyed the webinar and would recommend it to others seeking to set up a call monitoring program.

 

Australia Hoover
AVP, Call Center Manager

 

 

With the discussion and information from the webinar we are ready to get started and have even scheduled our first meeting to get it underway!

 

Debbie Riley

Consumer Affairs Supervisor

Giant Landover

 

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

 

Jeri Chandler

Ivie & Associates, Inc.

 

 

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