Volume and series discounts available .
In this call center online training course you'll learn how to create an objective monitoring form that allows supervisors and quality analysts to evaluate behaviors necessary for a successful customer interaction. Quality monitoring forms enable supervisors to measure an agent's performance on actual calls against their performance standards. Having an effective monitoring form can make the difference between having data that allows you to objectively evaluate agent skills and data that is irrelevant and subjective. In addition, a good evaluation form lets agents know what is expected of them throughout the call. This course also provides a process model for applying weighting and scoring so you can effectively promote the most critical behaviors.
Organize your form for ease of evaluation.
Align monitoring form objectives with corporate and call center goals.
Identify critical behaviors that are objective and measurable.
Identify data elements needed for effective skill gap and trend analysis reporting.
Apply weighting and scoring schemes to emphasize agent skills and knowledge that are most important.
Create an evaluation standard document that provides a detailed description of each evaluation criterion.
Use your Internet browser and your telephone to participate. No special software is required. Two days prior the seminar, you will receive an email containing access instructions for the web portion and the telephone number to call. On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a toll free number for the audio portion. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation. An unlimited number of students may participate around a single web/audio connection.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $150.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change. Errors and omissions in pricing are not accepted.
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