- SOCAP Members & Non-Members: FREE
- Learn more in-person at SOCAP's 2018 Quality Monitoring Workshop, June 13-14 in Chicago, IL.
- Take the full on-demand online course here.
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
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.