Quality
Contact Center Monitoring
Fine-tune your call monitoring program. Pick up vital new skills
in quality contact center monitoring
In contact 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. In this webinar, you will get cutting-edge
advice on every aspect of setting up or fine-tuning your quality
call monitoring program from the monitoring form to measurements
to coaching to monitoring methods.
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
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)
Who
Should Attend:
-Contact Center Managers,
Directors
-Contact Center Supervisors, Team Leaders
-QA Team
Course
Leader:
Myra
Golden
Myra Golden runs Myra
Golden Media, a customer service and public relations agency
that specializes in strategic customer relations
consulting designed and tailored for each client’s needs.
With more than 15 years of experience, Myra has developed a
proven process that positions organizations to regain customer
goodwill after even the worst has happened and to improve corporate
reputations in the eyes of consumers through improved complaint
response and more responsive customer service. Myra Golden Media
specializes in a number of areas including customer recovery,
customer loyalty, crisis management, call center training, and
social media for customer service.
Myra’s customer
recovery systems have been used for more than a decade in corporationsthroughout
North America, Australia, Africa, and the Philippines helping
organizations build a multi-faceted customer recovery strategy
and create a true customer service culture. One of the leading
experts on restoring customer confidence after service failures,
Myra has designed programs to help companies keep customers, even
after service failures occur. She has created customer recovery
programs for such clients as Verizon Business, McDonald's, Coca-Cola,
Scotts Miracle-Gro, National Car Rental, Michelin Tires, and Frito-Lay.
Considered one of the
pioneers for leveraging social media for customer service, she
has helped hundreds of companies design and launch a comprehensive
social media strategy for listening to and getting involved in
online conversations about their brand and protectingcorporate
reputations online. Her Tweeting for Customer Service video and
her in-demand Keynote "Social Media is the New Customer Service"
has inspired hundreds of companies to explore and launch social
media customer service strategies in order to immediately respond
to gripes about their brands online.
Myra's passion for
customer service distinction stems from more than 15 years of
serving customers directly, including her work as the Global Head
of Consumer Affairs for an international car rental company where
she and her team worked to regain customer goodwill after service
mishaps and to maintain a positive public reputation with consumers.
Her experience and training (she holds a Bachelor of Arts in Psychology
and a Master of Human Relations, both from the University of Oklahoma)
has given her the unique ability to developcritically acclaimed
systems for earning rock-solid customer loyalty and enhancing
an organization's reputation with consumers by creating a culture
of creating warm experiences, developing an aggressive customer
recovery strategy, and designing a social media strategy.
She is co-author
of Beyond WOW, creator of 5 customer service eLearning suites
that are used by corporations worldwide, and founder of CallCenterWebinars.com,
an e-Learning company that provides customer service training
for many of the nation's Fortune 500companies. She is also an
active customer service blogger with thousands of corporate subscribers.
Myra is known to "bring
it" in her entertaining, highly interactive and memorable
keynotes andtraining sessions. Whether Myra is presenting to an
audience of thousands, training a few dozen, or broadcasting a
live webinar on 4 continents, she never fails to WOW conference
attendees and employees with her relentless preparation for the
event, high energy, and relevant and fresh content.
click
here for more info**
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