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Learn how to create and best utilize the forms necessary for achieving your organization’s monitoring objectives.
In order to accurately gather the data needed to measure performance and tailor your coaching sessions accordingly, you need a reliable tracking mechanism. When developed to reflect your call center’s specific priorities, a monitoring form can be an excellent tool. It can serve as a record of interaction detail, provide written detail for coaching sessions, help organize data for call center performance analysis and act as a calibration instrument. ICMI’s Contact Center Monitoring: Creating Effective Monitoring Forms will help you develop effective monitoring forms and teach you how to use them to gather and interpret your call center data.
This course offers action-oriented advice on what your monitoring forms should include and what they shouldn’t. You’ll learn exactly what impact your monitoring forms could have on the accuracy of your quality program and how they can affect agent acceptance of feedback and ratings. Get a handle on how many forms you may need and the type of data to be gathered. And start using ICMI’s Six Steps to Monitoring Form Success to create forms that will invigorate your program by prioritizing and focusing on the right performance standards.
Whether you’re a new organization looking to launch a monitoring program from scratch or seeking to improve upon a program in place, ICMI’s Contact Center Monitoring: Creating Effective Monitoring Forms virtual course will put you on track for success.
This course will answer:
- What is a monitoring form? Why does my organization need one?
- How do I best leverage call center data across my organization?
- What are the necessary components of a good monitoring form?
- How do I create a scoring methodology to support my program’s goals?
- What are ICMI’s 6 Critical Steps to Monitoring Form Success?
Who Should Attend?
- Managers
- Supervisors
- QA Specialists
- Coaches responsible for quality monitoring in the contact center
Course Length and Delivery Method
This course is a live, virtual two hour course. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.
Course Materials
- Printable Slide Presentation
- Handouts
- Sample Completed Monitoring Form
- Call Quality Assessment Form Instructions
- Email Monitoring Form
Pricing
Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.
Related Courses
Contact Center Monitoring: Designing a Program that Achieves Results
Contact Center Monitoring: Setting Agent Performance Targets
Cancellation Policy
Please take a moment to read the cancellation policy.
