Tag: Quality Contact Center Monitoring

Sipping My Dark Italian Roast and Doing a Run-through for, “Coaching & Monitoring”


I’m sitting at my desk, sipping my dark Italian roast latte and doing a run-through of tomorrow’s web training, “Coaching & Monitoring” and boy, am I excited! This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee:

  1. How to design the most effective monitoring form
  2. How to address problem performance in the most diplomatic way
  3. How to deal with whining and complaining employees
  4. How to hold employees accountable for making improvement

So often I find that supervisors don’t monitor and coach consistently and if they are consistent with recording calls, they aren’t always strong and confident in giving constructive feedback. Without feedback, there really is no value in recording calls.

Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video

Quality Call Center Monitoring – On-Demand Video  Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring. In contact centers, a robust quality call monitoring program makes all the difference. A poorly […]

What is quality monitoring calibration and what are the benefits?

What is calibration  in the quality monitoring process and what are the benefits? What exactly is quality assurance calibration and why would a contact center need to do it. Myra’s answer to What is calibration […]

What should we look at when it comes to monitoring emails?

Myra’s answer to What should we look at when it comes to monitoring emails? Typical standards to monitor in email correspondence include: Email introduction Query/Problem introduction Resolution Proper closing time Response time Spelling, grammar, punctuation […]