#ICMIchat Recap: Quality and Coaching
Empowering contact center excellence for 30 years!

#ICMIchat Recap: Quality and Coaching

Monitoring can seem like a four letter word to contact center agents, but it doesn't have to be that way.  In fact, it shouldn't!

How can contact center leaders develop a sense of trust in the QA process, and how can training and quality best work together? These are just two of the questions we asked during #ICMIchat this week.

Check out the recap below for actionable advice you can use to improve quality and coaching in your contact center.

Join us again next week (Tuesday, 1:00pm ET) for a chat about different learning styles.  Jodi Beduer will host our action-packed hour, and we'd love to see you there!  Just follow and use the hashtag #ICMIchat to participate.

Topics: Learning & Development


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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