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"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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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