Practical information and engaging interactions for developing effective monitoring forms. Performance scoring guidelines will help you score each section accurately, and pilot testing will ensure the success of your quality monitoring program!
Understand the importance of calibration and scoring. Learn the practical skills and techniques required to run productive calibration sessions and fine-tune your quality monitoring forms.
Coaching basics focuses on how to create a positive work environment while developing top-performing agents. This course provides the knowledge required to diagnose and improve agent performance.
Let's face it, customer requirements are key. This course provides practical steps and tools for gathering and analyzing customer feedback via surveys. Social media can be a blessing or a curse, don’t underestimate its power!
Best practices for building an effective Quality Monitoring program. Common pitfalls to avoid and tips on how to get your agents buy-in!