Authored by renowned analyst Dick Bucci from The PELORUS Group. Compliments of VPI
Are You Effectively Monitoring and Coaching Your Agents? Are Your Quality Assurance and Training Processes Optimized?
Download this must-read, complimentary new resource guide to learn:
• Which customer interactions to record and monitor to optimize service quality and performance
• How and how often to monitor and coach your agents
• Who should perform quality monitoring evaluations
• How to develop an effective quality monitoring evaluation form
• How to successfully conduct calibration sessions
• How to perform and measure the effectivness of targeted coaching
• How to select the new technologies that can help you improve your call center quality and training programs and processes