Contact Center Monitoring and Reporting

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Price: $699

Learn a step-by-step process for designing a comprehensive monitoring program that will effectively attain continuous quality improvement.

The best monitoring programs boost quality, drive performance improvement initiatives, and increase agent performance and commitment, resulting in interactions that incite customer confidence and loyalty. Through ICMI’s Contact Center Monitoring and Reporting three-part virtual classroom course you’ll learn how to design a comprehensive monitoring plan that aligns with your organization’s mission and quality objectives, as well as how to use your monitoring program to cultivate an environment of continuous quality improvement.

In part one of this course, you’ll learn the characteristics of the most effective monitoring programs and how to translate best practices into reality in your contact center. Led by feedback from your peers in an ICMI monitoring survey, you’ll understand why you should monitor, who should do it, and how often. You’ll discover the details of how successful monitoring programs are structured so you can implement the best program for your center. You’ll work through eight steps that guide you in building a program that achieves the results you want.

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 quality contacts. Whether you’re creating new performance objectives or want to revitalize your existing standards, part two of this course will help you determine the performance targets that will best communicate your priorities.

Part three of this course will show you how your monitoring form has an impact on the accuracy of your quality program and affects agent acceptance of feedback and ratings. Using, Six Steps to Monitoring Form Success; you’ll create a monitoring form that will invigorate your program by prioritizing and focusing on the right performance standards.

Designed for managers, supervisors, QA specialists, and coaches who are responsible for quality monitoring in the contact center and need to:

Put a powerful monitoring program into action quickly.
Establish clear, valid and measurable performance standards that align with the contact center’s objectives.
Design an organized, easy-to-read form that will clearly communicate performance standards.
Set the performance categories and a rating system that will support your monitoring goals.
Uncover industry monitoring trends and best practices that you can implement in your center.
Incorporate emerging technology to enhance your program
Communicate your monitoring strategy to agents and the larger organization.

Who should attend?

Managers, Supervisors, QA Specialists and Coaches who are responsible for quality monitoring in the call center. The material in this seminar is at an intermediate level.

Course Length and Delivery

This course is delivered in three virtual classroom sessions; each is a two-hour session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) for nine days.