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Webinar
Recordings
Topic:
Quality
Call Center Monitoring
Fine-tune
your call monitoring program. Pick
up vital new skills in quality call monitoring.
Broadcast date: January 29, 2010
Webinar
Digital Recording (Immediately downloadable) Price: $299 Buy
Now
I
really do love your webinars, Myra
. They are very well done and extremely beneficial. The
other thing I love is your strong faith that you bring
into each of your calls. It is truly a blessing to
do what you love to do and it shows. I always find
little helpful hints in your information. I love
the phrases you gave regarding unreasonable customer
requests. Thank you again.
Kristy
L. Bolen
Manager
of Customer Service
Carlson
Hotels Worldwide
Call
Monitoring Partial Agenda:
Synopsis:
In
call centers, a solid quality call monitoring program makes
all the difference. A poorly
conceived program can result in de-motivated agents, frustrated
supervisors, wasted time, and no improvements in quality. Join
us for this encore presentation of a blockbuster seminar where
you get cutting-edge advice on every aspect of setting up or
fine-tuning your quality call monitoring program.
The
Monitoring
Form: Simple tips
and tricks that will position you to design
(or
enhance) your form like
a pro!
- I’ll explain the five
simple and basic components you MUST have on your monitoring
form
- Benchmark monitoring
forms from superstar call centers
- You’ll even
get a sample email correspondence monitoring form
- We’ll examine how to
effectively use Yes/No and Numerical scoring
With
the discussion and information from the webinar we are ready
to get started and have even scheduled our first meeting to
get it underway!
Debbie
Riley
Consumer
Affairs Supervisor
Giant
Landover
Taking
the Madness Out of
the Method: What is the best way to monitor agents?
- Get
answers to your most pressing questions like “how often
should we monitor?” and “howmany calls do we need to
monitor?”
- Explore
the 3 most effective call monitoring methods, including the
pros and cons of each method
- Don't
get left behind...review cutting-edge advancements in call
monitoring technology
- Get
more out of your monitoring software: Explore new trends in
multiple
- Get
my resource list on the best call monitoring software
packages on the market
- Bonus:
I'll
supply you with a link to 100
questions you MUST ask any and all potential vendors of an
automated quality monitoring system...proactively
asking these questions can keep you from investing in a
solution that is not a good fit for your needs and spare you
from many sleepless nights and headaches down the road.
Making
Sense of Measurements
-
Learn
to distinguish between styles and standards so that your
evaluations are legally sound and fair (not to mention,
easier on you)
-
Establish
clear, valid and measurable performance standards
-
Find
out what's off limits for measuring in quality monitoring
and why
Your
seminar has given me the tools to build {a} new incentive
program. I’m sure that my operators will appreciate
the scoring process as well as the incentives. I will
appreciate the opportunity to be a better coach.
Jeri
Chandler
Ivie
& Associates, Inc.
Overcoming
One of the Biggest Threats to Effective Coaching and Getting
Agent Buy-In to Monitoring
- I’ll
reveal the one –and only- solution to solving the problem
of inconsistent coaching among contact center supervisors
- Explore
7 field-tested and proven tips (straight from the
world-class centers of some of my clients) for overcoming
agent resistance
- We
will review 8 common objections agents have to monitoring
and I’ll tell you exactly how to respond to every one of
them
All
About Calibration: Getting Every
Supervisor On the Same Page:
Nipping
the consistency challenge
in
the bud
- Find
out why it so easy for every supervisor to see (and rate)
calls differently ---and discovery what you can do about it
- You’ll
g
et my 6-step easy
method for holding productive calibration sessions
that will ENSURE consistency among all supervisors who coach
- Learn
to distinguish between styles and standards so that your
evaluations are legally sound and fair (not to mention,
easier on you)
Exceptional
Value
Wondering
how my registration fee compares to others? The
Resource
Center
for Customer Service Professionals currently has a seminar
available called Monitoring and Coaching for Improved Call
Center Performance. It is offered at 8 locations throughout the
US
at various times during the year.
The cost is $1,475 per person. If you had five
supervisors attend, it would cost you $7,375, plus the travel
expenses of each supervisor. My webinar delivers the same
relevant content for a mere $299 for an UNLIMITED number of
participants.
Quality
Call Center Monitoring
Fine-tune
your call monitoring program
Pick up vital new skills in quality call monitoring
Webinar
Digital Recording (Immediately downloadable) Price: $299 Buy
Now
All
webinar recordings include:
-
Full
webinar digital recording
-
Unlimited
viewing within your organization with no expiration
-
Rights
to download and save webinar video
-
Rights
to incorporate webinar within your Learning Management System (LMS)
Don't just take my word for it. See for yourself what
others are saying about my training programs:
Myra
Golden's seminars are captivating and resourceful in
complaint resolution. Her tactics should be used throughout
the world!
Brandy
Warrior, Coca-Cola
It was
outstanding I could relate to Myra
and her strategies.
Kristi
Collier, McDonald's Corporation
Myra's program was was excellent. One of the best training sessions we have
attended ...well presented. The session was very beneficial to
our everyday job!
Shirley Perry, Michelin
North America
Myra's workshop provided a process and tools to use when dealing with customer
feedback. Her workshop has provided many "A-ha's"
for us to incorporate into our day-to-day work environment.
Anne R. Armitage,
former manager Customer Relations, Vistakon, a division of
Johnson & Johnson
Myra
delivered a sensational message that will enable me to be a
better, stronger leader.
Rachel
Kennerty, Team Manager the Coca-Cola Company
Myra's program changed my attitude about customer service.
Katawi
Cato, Coca-Cola
North America
My
clients love the fact that after attending my live webinars,
they can walk away with a free recording of the event.
What
that means is, they can get an even greater return on their
investment when they take my web seminar and use it:
*As an integral part of their new-hire
training program,
*a reinforcement tool with our live full-day
training sessions,
*as a stand-alone solution
*or integrated with their in-house training
programs.
How about you? How will you use your recording of this webinar?
Quality
Call Center Monitoring
Fine-tune
your call monitoring program
Pick up vital new skills in quality call monitoring
Webinar
Digital
Recording (Immediately downloadable) Price: $299 Buy
Now
Call Center Webinars reserves the right to change program dates and times. | 
