How
to Design (or refine) a Quality Monitoring Program You Can Be
Proud of
Call
monitoring is one of the most important tools available to
contact center management for quality assurance. Focused,
effective and consistent quality monitoring has many benefits
including improved performance and productivity, increased
customer satisfaction, increased job satisfaction, and reduced
turnover.
BUT, most
contact centers fail to properly conceptualize, design, and
launch a solid quality monitoring program that reaps dramatic
results in improved performance and customer satisfaction.
In
fact, according to a 2007 Quality
Monitoring Study conducted by ICMI, only
55.8% of contact centers believe that their monitors are given
the time/resources they need to lead an effective quality
program. But this
doesn't have to be your story...
Announcing:
New E-Class from Myra Golden
How
to Design (or refine) a Quality Monitoring Program You Can Be
Proud of
Next
class starts January 29, 2008
Please
read carefully before registering
In
How to Design (or refine) a Quality Monitoring Program
You Can Be Proud of, Myra Golden
generously shares her expertise on quality assurance which is
based on an astonishingly vast array of resources and research
to deliver the most important and up-to- date information
available. Participants of this course will have unprecedented
access to Myra and will be put on the fast-track to raising
the value of their contact center through an immediate
improvement in the overall quality call monitoring process.
You
will walk away from this fiercely focused E-course with
specific strategies for implementing a center-wide quality
monitoring program that effectively measures and monitors
performance and ensures quality. Specifically, we will:
-
Explore
the different quality call monitoring methods and examine
the pros and cons of the most popular monitoring methods
-
Build
an easy-to-understand, objective-driven monitoring form
-
Examine
the importance of calibration and learn exactly how to
hold a productive session
-
Discuss
quality measurement criteria for e-contact monitoring
-
Discuss
common monitoring pitfalls and how you can avoid them
-
Discover
exactly how to coach agents using monitoring data
-
Learn
how to approach employees about problem performance (based
on solid monitoring data) in such a way that minimizes
hostility and defensiveness
-
Additionally,
each week I will share with you an in-depth profile of how
one call center effectively monitors agents
E-Course:
How
to Design (or refine) a Quality Monitoring Program You Can Be
Proud of
Next
class starts January 29, 2008
The
class will be very interactive.
Myra will be coaching you every step of the way, critiquing
your monitoring forms, offering advice on improving your
coaching skills, encouraging you along, and fine-tuning your
overall quality monitoring strategy.
How
to Design (or refine) a Quality Monitoring Program You Can Be
Proud of!
will be 5-weeks long. It begins January 29th. Each week you
will receive an entire module/lesson along with Myra’s
commentary and assignments. We ask that you (working with your
team of supervisors/coaches/monitors) complete each assignment
and return it promptly. Myra will then comment on it and
return it to you, again all by email.
You're
probably wondering, can you and your team really learn
anything from an E-class?
People who
have taken Myra’s previous “distant learning programs”
accomplished everything from designing and launching a quality
monitoring program from scratch to holding calibration
meetings for the very first time, to getting agent buy-in, to
coaching effectively by using our proprietary 9 step model for
coaching call center agents.
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.
What
is an e-class?
An e-class doesn't meet at a specific time. It is done 100% by
e-mail and allows you the freedom to hold discussions with
your team and complete projects when you make the time. The
best part about an e-class is that you get detailed coaching
from someone whose time you might not be able afford on an
hourly or daily basis.
Each
week you will receive a detailed lesson with
a pretty good amount of tasks and coaching that guarantees
that IF you follow the steps Myra outlines, you WILL get your
quality call monitoring program up and running quickly. Or, if
you already have a quality call monitoring program in place,
you’ll get valuable critiques to help you take it to the
next level. Click
to here to view an excerpt from a lesson. You'll notice
a high level of customization in this sample lesson.
Limited
to 34 people/companies.
Because of all of one-on-one attention you will receive from
Myra Golden in the way of feedback on your current or desired
quality monitoring program, critique, and getting your
questions answered, we have to limit this class to 34 people.
We expect this class to fill quickly.
I
truly appreciate the work you did in researching our company
and the information provided.
Jodi
Cannon - Quality E-Course Participant
Ameren
Here
is a closer look at exactly what we will accomplish in this
intensive 5-week course:
Taking
the Madness Out of the Method: What is the best way to monitor
YOUR 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 as it relates to your
specific situation (budget, staff levels, supervisor-staff
ratio)
- We
will review cutting-edge advancements in call monitoring
technology
- Myra
will give you her resource list on the best call
monitoring software packages on the market
- Bonus:
We’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.
The
Monitoring Form: Simple tips and tricks that will position you
to design (or enhance) your form like a pro!
- If
you currently have a monitoring form, Myra will review it
and give you her feedback
- We’ll
explain the five simple and basic components you MUST have
on your monitoring form
- You
and your team will receive a packet of 100 sample
monitoring forms to use as a benchmark as you develop or
improve your form
- You’ll
even get a sample email correspondence monitoring form
- We’ll
examine how to effectively use Yes/No and Numerical
scoring
- We’ll
talk about whether or not you even want to score your form
at all
Making
Sense of Measurements and Sharing Quality Monitoring Data
Throughout Your Organization
- Myra
will show you and your team how to distinguish between
styles and standards so that your evaluations are legally
sound and fair (not to mention, easier on you)
- Together,
we’ll establish clear, valid and measurable performance
standards for your contact center
- You’ll
find out what's off limits for measuring in quality
monitoring and why
- Barely
half (52%) of respondents of a 2007 Quality Monitoring
study reported that their center shares monitoring
data/customer feedback with other departments within their
enterprise. Myra will discuss who needs to review your
monitoring data and offer advice on generating QA reports
that encourage appropriate action follow-up.
Coaching
Agent Phone Calls and Getting Real Buy-In
- You’ll
be given the opportunity to send Myra a tape or WAV file
of an actual coaching session between one of your
supervisors and one agent and she’ll “coach
the coach”
- Myra
will teach you and your team our 9 Steps for Coaching Call
Center Agent Phone Calls
- Myra
will 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 Myra will tell you exactly how to respond to every one
of them
- You’ll
learn 3 Things to Do AND 3 Things Not to Do When it
Comes to Giving Constructive Feedback
- You’
will learn exactly how to assertively confront a serious
agent performance problem that was discovered through
monitoring
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 discover what you can do about it
- You’ll
get Myra’s 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)
Again,
there is a limit on the number of people allowed into the
program. Right now, we've opened up 2 small groups of 17. Once
those groups are filled, the program is closed until the next
group completes the program.
These
small groups usually fill up very fast. So, don't wait.
Register now.
Naturally,
as you might expect, there are a few reasonable
conditions:
1)
You must be willing and able to commit to completing Myra’s
pre-program questionnaire. This questionnaire will allow Myra
to customize your e-course and focus squarely on your needs
and challenges. If you’re not willing or able to invest the
time to complete this questionnaire, we’re sorry we cannot
help you at this time.
2)
You must get everyone on your team who is involved with
your quality monitoring and coaching process involved in this
course. If Myra were to conduct this intense training
onsite at your company, you'd have to agree in writing that
all team members will participate 100%. In order to be
effective, we need the same level of participation and commitment
from you in this e-course. You will be asked to hold weekly
meetings with your team based on Myra's assigned tasks.
3)
You must complete all of the coursework within 7 days of
receiving each “lesson”. Myra will ask a lot of you.
She’ll ask that you send us your current monitoring form,
she’ll give you instructions for how to set up your first
calibration session and ask that you actually hold a session.
She’ll ask that you record a “coaching” session between
one supervisor and one employee, and more. Because we’re
guaranteeing outcomes, we need to have your 100% participation
in the course.
So,
if this is going to be too much of a stretch for you, better
to pass for now.
However,
if you are eager and itching to make rapid strides in quality
call monitoring and coaching your agents to optimal
performance, in very short order, you need to enroll right
away for this opportunity to receive personal coaching from
Myra Golden.
Basically,
you get Myra on your team to get your quality call monitoring
program conceptualized, developed (or refined), and up and
running as soon as possible -- and to teach you the things you
need to know to make your monitoring program easily manageable
and effective.
Tuition
to enter the program: $800 if registered before
January 8th. After January 8, 2008 the tuition is $1200. Tuition covers all
people involved in monitoring and coaching in your company.
If
for any reason you are not 100% satisfied after your first
week of the course you will receive a 100% refund.
Again, we
can only accept 34 registrations.
Click
here to submit
your tuition. You'll receive an email shortly with further
instructions.
For
questions call or email:
866-873-8419
918-671-2413
info@myragolden.com
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