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#ICMIchat Recap: Quality and Coaching

By Erica Marois | Date Published: April 16, 2015 - Last Updated August 22, 2018 | Comments

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.

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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