Call Monitoring – Maximizing the Value and Making a Difference to Your Call Center, Your Company and Your Customers

2-Day course:

Monday, May 18th and Tuesday May 19th.

Explore new depths of call monitoring implementation to ensure that we are doing more than just monitoring calls and checking off boxes. Whether you have had a call monitoring system for years, are just installing one or are looking to make this purchase, this comprehensive two day course will ensure that you are maximizing the value from your purchase and make sure that you are getting all the results you are looking for – and more.
 

Learning objectives include:

• Pre-planning check list: Knowing how you are going to use your call monitoring system will impact your purchase decision (or upgrade plans). Operations managers will be able to communicate more effectively with their technology teams by utilizing this list of implementation guidelines and questions.

• Roll out strategy: Are you worried that your representatives will think that “big brother” is watching? This is a very valid concern. Learn the tips that will ensure that your representatives are as excited about this tool as you are.

• Implementation: Call monitoring is more than just a tool for your quality assurance team. Learn the details of how call monitoring technology makes your recruiting and hiring more efficient, your new hire and recurrent training more effective and your coaching more focused to driving change.

• What do you do with the data? Now that you have all these calls being monitored on a daily, weekly and monthly basis, what do you do with all of this information? Learn the best practices for analyzing the data in ways that will be the most meaningful to your organization.

• What else is there? There is much more to call monitoring than meets the eye. Developing your standards of excellent performance, comparing the data to the results of your customer surveys and driving change in your organization with this knowledge is key to your ongoing success.

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