#ICMIchat Recap: QA and Agent Monitoring
Empowering contact center excellence for 30 years!

#ICMIchat Recap: QA and Agent Monitoring

"This call may be monitored for quality purposes..."

Quality is often a word that comes with negative connotations for contact center agents, but it doesn't have to be that way.

Al Hopper led #ICMIchat this week and helped to share some ways to make agent monitoring a more positive, consistent, and fair experience.  Check out the recap below for actionable advice you can implement in your contact center.

Join us again next week (Tuesday, 1:00 ET) for another chat.  Our topic: "Training the Trainer."  Host: Sean Hawkins.  Hope to see you there!



Topics: Learning & Development

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
More Polls