Presented By: CRMXchange and Vicki Herrell, SWPP; Panelists include: CallCopy, Enkata, NICE, Verint 

 On Demand Date: October 2012 

In journalism, the Five Ws and one H is a concept in news and in police investigations that is regarded as the basics in information-gathering. It is a formula for getting the complete story on a subject. This concept can be used in the contact center world as well, specifically in your quality assurance program. There are some important questions around quality assurance that you need to answer to ensure that your program is on the right track and continually evolving along with the latest trends and research.

We explore the answers to questions such as these:

1. WHO: Who should listen to calls? Who should score calls? Who should coach agents? Who should participate in calibration sessions?
2. WHAT: What calls should be recorded and monitored?
3. WHEN: When should coaching happen?
4. WHERE: Where should coaching happen?
5. WHY: Why is quality monitoring important?
6. HOW: How many calls per month are monitored?