Quality Monitoring in a Contact Center Ebook

free download e-book

Quality Monitoring in a Contact Center

Making Sure Your Contact Center Works for Your Business

What is “contact center quality monitoring”? Just stop and focus on the two parts of this phrase “contact center” and “quality monitoring” and it starts to make sense. If your business relies on a contact center, you need to make sure the quality of service provided is up to your standards. Your reputation and your business are literally on the line here and monitoring the effectiveness of customer contacts is a must.
Here is the Table of Contents for your quick reference:
  • What is Quality Monitoring in a Contact Center?
  • The Need for a Quality Monitoring System
  • Defining Quality for Contact Centers
  • Monitoring Criteria & Guidelines
  • The How and Why of Calibration
  • Creating a Quality Monitoring Leadership Team
  • Developing a Customer-Driven Monitoring System
  • Generating WOW Customer Experiences with Quality Monitoring
  • Linking Quality Monitoring & Training for Maximum Results
  • Realizing ROI from a Quality Monitoring System
  • 10 Mistakes to Avoid When Designing a Quality Monitoring System
  • Putting It All Together
By |2021-05-22T14:51:15-06:00March 11, 2021|

Recent ebook-Quality Monitoring in a Contact Center

Why Security Awareness Training is Possibly the Important Tool in your Arsenal?

June 24, 2022

Cyber-attacks are on a boom these days, if we look at the stats of 2021, there is a ransom ware attack happening every 11 seconds somewhere on the globe.

Read More

How do Performance Reviews add to Companies Growth?

June 17, 2022

While operating any organization, it is crucial to keep an eye on every employee’s performance, as it helps making timely and correct decisions.

Read More

Importance of Executive Coaching

June 10, 2022

Executives are the backbone of any organization, as their dedication, contribution, and decisions make the organization grow.

Read More
Go to Top