An important part of any successful call monitoring program is the actual form used to evaluate agents. To show the breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use today, we sifted through hundreds of forms submitted to us. This electronic book (PDF) provides call center professionals with a wide array of "real" examples of monitoring forms being used in enterprises today. Plus, we’ve included "how to" articles from Call Center Management Review to help you create not only an effective monitoring form, but design the best type of monitoring program for your particular call center.
Section 1: "How To" Articles from Call Center Management Review
- Monitoring Practices Recommended by ICMI and Call Center Management Review
- Six Ways to Leverage Your Monitoring Program
- Don't Miss the Mark on Call Monitoring
- Understanding the "Big Three" Monitoring Methods
- Understanding and Overcoming Agent Resistance to Monitoring
- Proven Tips for Effective Feedback and Coaching
- Creating a Successful Peer Monitoring Program for Your Call Center
- Electronic Call Monitoring Systems: Tools to Enhance Coaching and Quality
Section 2: Sample Monitoring Forms by Industry
- Financial Services
- Insurance
- Healthcare
- Retail/Catalog/Online Sales
- Utilities
- Computer/Internet Services
- Publishing
- Service Bureau (Outsourcers)
- Miscellaneous
Section 3
- Sample Email/Correspondence Monitoring Forms
Section 4
- Sample Coaching/Action Plan Forms
163 pages, PDF download (requires Adobe Acrobat or Reader)
Quality Monitoring, Coaching/Feedback, Monitoring Forms/Ratings, Monitoring methods
Welcome to the world of frontline leadership! It’s very different than what you were doing before. For that reason, the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center Handbook Series, author Cliff Hurst equips you for the challenges of a leadership role by explaining:
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Quality Monitoring, Coaching/Feedback, Supervisor Training, Supervisor Selection
