Call Center Monitoring 

Webinar Recording

Fine-tune your call monitoring program

Pick up vital new skills in quality call monitoring 

Call Monitoring Pt 1 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!

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

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)  

BONUS : I will stay online to answer your Call Monitoring questions for up to an hour after the main seminar.

This professional development event is just $299 for an unlimited number of attendees...

A small investment that will repay itself many times over.

Webinar Recording $299

Buy Now

In addition to the webinar you'll get a downloadable workbook with all the main points I will be covering during the event PLUS You'll get my reading and educational material list.

. . . I spend lots of time and money learning from other resources.

I'll tell you about the best of the best monitoring technology and methods that are significantly improving the way our clients monitor their agents.

Exceptional Value

Webinar Recording $299

Buy Now