Making the Most of Quality Monitoring: Creating a Comprehensive QA Program (Web Seminar):

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 call may be monitored to ensure quality - is one of the most familiar phrases associated with call centers today. Indeed, most businesses 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 how to align your business practices to make the most of your monitoring efforts. Hear the most common mistakes made when implementing a monitoring program, 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 approaches available today.
- 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 processes to ensure consistency and fairness in the monitoring process.
- Incorporate best practices to leverage quality monitoring to drive performance improvement in the center.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.
08/30/2012 01:00 PM
10/19/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122