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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 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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