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Supervisory & Management Training
Call
Center Monitoring
Fine-tune
your call monitoring program
Pick up vital new skills in quality call monitoring
Call
Monitoring Partial Agenda:
Synopsis:
In
call centers, a solid quality call monitoring program makes
all the difference. A
poorly conceived program can result in de-motivated agents,
frustrated supervisors, wasted time, and no improvements in
quality. Join us for this encore presentation of a blockbuster
seminar where you get cutting-edge advice on every aspect of
setting up or fine-tuning your quality call monitoring
program.
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
- You’ll even
get a sample email correspondence monitoring form
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
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 “how many 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
my resource list on the best call monitoring software
packages on the market
-
Bonus:
I'll supply you
with 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
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.
Overcoming
One of the Biggest Threats to Effective Coaching and Getting
Agent Buy-In to Monitoring
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I’ll
reveal the one –and only- solution to solving the
problem of inconsistent coaching among contact center
supervisors
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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)
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