This 90-minute web seminar provides best practices for creating a call center quality monitoring form. Students will learn to design a form that aligns call center performance with corporate goals and create quality standards that are measurable and objective.

Dates: July 26, September 14

This 90-minute seminar outlines the key elements for defining call standards for some of the call components most difficult to measure and score. Hear about how to define standards for vocal qualities, emotional elements, call control and more.

Dates: August 9, September 28

This 9-seminar package includes all the topics in the The Call Center School's Quality Assurance curriculum. Topics include: Building a Quality Form Part I and Part II, Defining Call Standards, Calibration Corner, Basics of Call Coaching, Making the Most of Quality Monitoring, Satisfaction Guaranteed, Voice of the Customer, and Email Quality Monitoring.

This 90-minute web seminar provides guidance for gathering Voice of the Customer information from call center conversations to share with the rest of the organization. Students will learn methodologies for better listening and ways to provide feedback in positive ways.

Dates: March 2, August 24, November 2

This 90-minute web seminar provides quality monitoring program essentials to help call centers align business practices to make the most of your monitoring efforts. Students will learn to avoid the most common mistakes made when implementing a monitoring program, and learn how to make QM a successful coaching tool.

Dates: February 17, August 30, October 19

This 90-minute web seminar outlines best practices for call calibration activities in the call center quality monitoring process. Students will learn how to set up calibration meetings, review calls and define objective criteria, and calculate standard deviation to assess the success of the calibration and standardization process.

Dates: February 3, August 16, October 5