Join an existing group to participate in the group discussions or create a new group of your own to create discussions around topics of interest to you and your work.

+ create group

MY RESOURCESmore

Find info or add new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.

+ add resource

Online Users=0

Resources you may like

Performance Management in the Call Center: Monitoring, Coaching, and Scoring Agents

Share within ITmb

Share This Resource

Share with: Connections

or

Share with: Groups

How do you manage performance in a call center? How do you measure call center performance? These are important questions for anyone responsible for a call center. In this best practices guide, Jim Beuoy, Director of Quality Assurance at OKS Ameridial describes the 3 influencing factors that must be taken into consideration when managing a call center: People, Process, and Technology. Also covered are the alternative philosophies and approaches to monitoring, coaching, and scoring Agents, as well as key points on how to measure call center performance. These proven techniques are used by OKS Ameridial to successfully run their worldwide call centers.

Keywords

Monitoring, Coaching, and Scoring Agents, OKS Ameridial , OKS Ameridial Free Best Practices Guide, call center management, best practices guide, Jim Beuoy, Director of Quality Assurance at OKS Ameridial

Offered by

Monitoring

URL

Files

The resource is available from the link above.

Bookmark to

My ITmodelbook add

Group ITmodelbooks

Performance Management in the Call Center: Monitoring, Coaching, and Scoring Agents

Latest reports from top IT companies:

SAP HP Janrain HubSpot PrepLogic Motorola BNP Media Informatica Microsoft Jobvite