Best Practices for Quality Monitoring

Quality monitoring, the up-to-date term for call monitoring, uses observations of support staffers interacting with customers to provide meaningful coaching and performance evaluation. How do you go about launching a monitoring program that’s fair, effective, and doesn’t alienate your staff while consuming hours of your managers’ time?

Best Practices for Quality Monitoring has answers for you.

· Increase customers’ satisfaction by monitoring items that matter to them.

· Minimize the time requirements of monitoring without hurting reliability and effectiveness.

· Get wide staff acceptance for a program that’s not always popular.

· Select a monitoring tool without overbuying.

· Leverage the quality-monitoring program to improve the efficiency of the organization, get other organizations to understand support issues, even hire better staffers.

· And get a solid monitoring checklist all ready for customizing.

Contents

In eighteen information-packed pages, the Best Practices for Quality Monitoring booklet covers:

· 5 criteria of good quality-monitoring programs

· 6 steps to implementing a new quality-monitoring program

· What methods are best for monitoring quality in your environment

· Training the quality monitors to ensure the ratings are meaningful and fair

· Selection requirements for quality-monitoring tools

· Metrics for quality-monitoring programs

· Leveraging the quality-monitoring program to improve processes and efficiency within and outside the support center

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$55 for express shipping worldwide (overnight to U.S. addresses)

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