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Call Center Sample Monitoring Forms
by ICMI, 148 pages, 2001, $49.95 |
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An important part of any successful monitoring program is the actual form used to evaluate agents. To show breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use today the authors sifted through hundreds of forms submitted to them. This book provides call center professionals with a wide array of "real" examples of monitoring forms being used in enterprise today. It also includes "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.
Table of Contents
"How -To" Monitoring Articles from Call Center Management Review
- Monitoring Practices Recommended by ICMI and CCMReview
- Use Good "Form" in Monitoring
- Six Ways to Leverage Your Monitoring Program
- Don't Miss the Mark on Call Monitoring
- Understanding and Applying the "Big Three" Monitoring Methods.
- Understanding and Overcoming Agent Resistance to Monitoring
- Proven Tips for Effective Feedback and Coaching
- Creating a Successful Peer Monitoring Program for Call Center
- Electronic Call Monitoring Systems: Tools to Enhance Coaching and Quality
Sample Monitoring Forms by Industry
- Financial Services Forms 1-11
- Insurance Forms 12-16
- Healthcare Forms 17-22
- Travel Forms 23-26
- Retail/Catalog/Online Sales Forms 27-33
- Utilities Forms 34-35
- Computer/Internet Services Forms 36-41
- Publishing Forms 42-43
- Service Bureau (Outsourcers) Forms 44-45
- Miscellaneous Forms 46-52
Sample E-mail/Correspondence Monitoring Forms Forms 53-55
Sample Coaching/Action Plan Forms Forms 56-63