Published: April 16, 2015 | 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.