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An important part of any successful call monitoring
program is the actual form used to evaluate agents. To
show the breadth of performance criteria, the varying
level of procedural complexity and detail, and the
spectrum of scoring mechanisms in use today we sifted
through hundreds of forms submitted to us.
This book provides call center professionals with a wide
array of "real" examples of monitoring forms being used
in enterprises today. Included are "how to" articles from
Call Center Management Review to help you create not
only an effective monitoring form, but design the best
type of monitoring program for your particular call center.
program is the actual form used to evaluate agents. To
show the breadth of performance criteria, the varying
level of procedural complexity and detail, and the
spectrum of scoring mechanisms in use today we sifted
through hundreds of forms submitted to us.
This book provides call center professionals with a wide
array of "real" examples of monitoring forms being used
in enterprises today. Included are "how to" articles from
Call Center Management Review to help you create not
only an effective monitoring form, but design the best
type of monitoring program for your particular call center.