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#ICMIchat Recap: QA and Agent Monitoring

"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!