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Get the most out of monitoring by establishing performance standards that will achieve optimum results within your call center.
If your organization’s goals include building rapport, satisfying customers and making sales, it’s time for a monitoring program that’s tailored specifically towards achieving these results. ICMI’s Contact Center Monitoring: Setting Agent Performance Targets course will put you on the fast track to creating a program fully focused on your call center’s mission.
Specific and measurable agent performance standards are the cornerstone of a successful monitoring program. Lay the groundwork for your program by establishing agent performance standards that drive successful interactions on the phone or through other means of communication. We’ll show you step-by-step how to determine the right contributors, use customer expectation and mission to guide you, and identify “sticky standards” when deciding how to measure success. This course will also help you properly adjust your organization’s monitoring process for email and text chat.
Whether you’re creating new performance objectives or want to revitalize your existing standards, ICMI’s Contact Center Monitoring: Setting Agent Performance Targets will help you determine the performance targets that will best communicate your priorities.
This course covers:
- Activity vs. Results: establishing performance standards in line with your specific goals.
- Performance Standards in 5 Steps: ICMI’s proven approach to blueprinting your best plan.
- Online Considerations: Fine tuning the process for customer communications via email and text chats.
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
- Industry Article
- Are You Monitoring the Customer Promise?
- Handouts
- Sun Valley Bank Monitoring Form
- Email Monitoring Form
- Call 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: Creating Effective Monitoring Forms
Contact Center Monitoring: Designing a Program that Achieves Results
Cancellation Policy
Please take a moment to read the cancellation policy.
