Community Feedback on Call Monitoring

Operations Management, Quality Monitoring, Monitoring methods, People Management

Jan 10, 2012

I'm trying to develop a contact center 'industry base' of sorts and I'd really appreciate some feedback from the community: 1. How large is your contact center (number of agents)? 2. How many agents are assigned to each supervisor? 3. What percent of agent calls are monitored by their supervisor per month in your organization?

Loren Mathis

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