Quality Monitoring in a Contact Center

  • ebook

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:

  1. What is Quality Monitoring in a Contact Center?
  2. The Need for a Quality Monitoring System
  3. Defining Quality for Contact Centers
  4. Monitoring Criteria & Guidelines
  5. The How and Why of Calibration
  6. Creating a Quality Monitoring Leadership Team
  7. Developing a Customer-Driven Monitoring System
  8. Generating WOW Customer Experiences with Quality Monitoring
  9. Linking Quality Monitoring & Training for Maximum Results
  10. Realizing ROI from a Quality Monitoring System
  11. 10 Mistakes to Avoid When Designing a Quality Monitoring System
  12. Putting It All Together
By |2020-02-14T06:10:57-06:00February 14, 2020|

Recent Egs_Ebooks

How to increase customer satisfaction & productivity with Call Center Analytics?

August 10, 2022

While interacting with customers, contact center agents collect a huge chunk of information.

Read More

How to Embrace Humble Leadership?

August 4, 2022

When we talk about leadership skills, we include characteristics such as decisiveness, integrity, relationship building, problem-solving, and the ability to mentor.

Read More

How Accountability Leads to Improved Performance Results & Positive Morale

July 27, 2022

While working in any organization, it is important for leaders and team members to be accountable towards deliverables.

Read More
Go to Top