>>Call
Monitoring Webinar Recording
Includes
video recording of webinar, handouts, and resources
Call
Monitoring Webinar Recording
Practical,
easy-to-implement strategies, plus secrets, tips, and
techniques to take your quality monitoring to the next
level!
Fine-tune
your call monitoring program
Pick
up vital new skills in monitoring and coaching
Webinar
Recording $299
Buy
Now
Call
Monitoring Partial Agenda:
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
- Every
attendee will
get a 100+ page packet of sample monitoring forms by
industry!
- 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)
-
Webinar
Recording $299
Buy
Now
I
enjoyed the webinar and would recommend it to others seeking
to set up a call monitoring program.
Australia
Hoover
AVP, Call Center Manager
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I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
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