Making the Most of QM:
Optimizing Your Quality Monitoring and Recording System
August 22/October 31
This call may be monitored to ensure quality – is one of the most familiar phrases associated with call centers today. Indeed, most business are monitoring calls to ensure the correct message is being delivered. And the majority of centers utilize some sort of automated monitoring system to facilitate the process. In this session, you’ll learn about the latest features of quality monitoring systems, as well as benefits of using one and the likely ROI to be realized. Hear the most common mistakes made when implementing a monitoring system, as well as ideas for ensuring the process will be met with employee acceptance.
Seminar attendees will learn to:
• Outline the different types of monitoring systems available today.
• Describe some of the latest advancements in technology from the quality monitoring vendors.
• Identify the most common mistakes in implementing a quality monitoring program.
• Outline the proven steps for making monitoring a success in any call center.
• Define performance standards to ensure consistency and fairness in the monitoring process.
8/22/2008 11:00 AM EST
10/31/2008 2:00 PM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each