Quality monitoring technology has come a long way to support the needs of recording calls and performing call coaching. However, without a quality monitoring plan in place, a tool is just supporting bad practices. In this session, you'll learn about best practices for creating a monitoring policy, sampling calls, and designing a quality form and evaluation process that measures and reviews the right things to satisfy customers and meet enterprise goals. Hear about standard practices as well as how to get frontline staff involved to maximize staff buy-in and participation in the process.
Featuring Gerry Johnsen, Product Manager for Calabrio’s workforce optimization suite, responsible for vision, roadmap and of the suite of call recording, quality management, workforce management and speech analytics applications, and provides vision into trends, usability and best practices of the overall suite.