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#ICMIchat Recap: QA and Agent Monitoring

By Erica Marois | Date Published: July 17, 2014 - Last Updated August 22, 2018 | Comments

"This call may be monitored for quality purposes..."

Quality is often a word that comes with negative connotations for contact center agents, but it doesn't have to be that way.

Al Hopper led #ICMIchat this week and helped to share some ways to make agent monitoring a more positive, consistent, and fair experience.  Check out the recap below for actionable advice you can implement in your contact center.

Join us again next week (Tuesday, 1:00 ET) for another chat.  Our topic: "Training the Trainer."  Host: Sean Hawkins.  Hope to see you there!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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