Principles of effective monitoring: propel your monitoring program beyond individual training & development.

Customer Interface, March, 2002 by Gibson, Rebecca

If your organization is among the 93 percent of call centers that monitor agent contacts, you have likely made a substantial investment in monitoring and coaching initiatives. Are these efforts yielding the returns they could?

According to a recent ICMI/ACNielsen study, call center monitoring practices have become increasingly professional. Competitive pressure to exceed customer expectations and a heightened focus on qualitative measurements in the center have led organizations to increase the attention and resources they provide for their quality monitoring programs. For example, four out of five call centers use a combination of monitoring methods, over half (54 percent) now use monitoring to help assess the level of customer satisfaction and a large...

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