#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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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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