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Quality Management & Monitoring

Registration Rates:

Description:
This is a module from SOCAP's Online Course: Core Contact Center Management for Customer Care Professionals. This module will cover:
  • What is Quality in the Contact Center?
  • How is it Measured?
  • The Difference between Quality and Coaching
  • The Hallmarks of a Good Quality Monitoring Program
  • Process Design
  • Scoring Methodology
  • Action Levels 
Learning Outcomes:
This module will introduce the Team Leader/Supervisor to the critical process of Quality Monitoring in the contact center and will address many of the pitfalls of modern-day programs through a focus on best practice approaches.