Published: July 17, 2014 | 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!