Five Most Common Mistakes Made in Quality Monitoring
Wednesday Nov 6, 4:00 PM – 5:00 PM EDT — RECORDING
If you’re like many contact centers, quality scores are high but customer satisfaction is not. Or maybe your frontline agents view quality as punitive, they resist applying feedback from call coaches and it shows.
In this session, we will examine the top five most common mistakes made in quality and help you identify what needs re-working with your own quality monitoring program.
Presenter:
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Deelee Freeman, Call Center Training Associates
Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company, she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis. She has worked with call centers on improving customer service, business processes, implementing technology, improving sales and skill development in all levels in call center organizations, from front-line agent to senior management. |