Call Center Monitoring Books, Forms, and Seminars

Help Desk Books
Call Center Management
Tech Support Resources
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
CRM
Hiring, Training, & Retention
Motivation & Compensation
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Seminars

Subject Index
Catalog Index

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Ways to Order
Shipping Options

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Seminars

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Monitoring and Coaching for Improved Call Center Performance, 2-day training seminar

Learn to design a program to improve agent performance, determine the best approach for monitoring, develop an effective monitoring form, positively affect agent performance, and bring out the best in every agent. For details,

Dynamics of Call Center Performance, 2-day training seminar

This training seminar explores four key areas of performance with a 'how to' blueprint of steps and processes to follow for outstanding operations. For details,

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Collections

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The "Call Center Monitoring Library", 400 pages, $218.90

3 timely desktop references (everything in this catalog) with call center tips and techniques, sample monitoring forms for all industries, and benchmarks of state-of-the-art monitoring operations.

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Books

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Author Gary Goodman identifies core behaviors that make up excellent customer service -- as defined by the customer -- and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Learn the five reasons you should monitor CSR performance, how current monitoring practices fail, the pluses and minuses of customer surveys, how to monitor, what to monitor, and the legal issues surrounding the taping of conversations.

This large binder contains 9 articles on monitoring and how to design good monitoring tools. Next there are 52 real world monitoring forms, categorized by industry: Financial Services, Insurance, Healthcare, Travel, Retail/catalog/Online Sales, Utilities, Computer/Internet Services, Publishing, Service Bureau/Outsourcing, and others. Sample coaching and action plan forms and email and correspondence monitoring forms are also included.

This report contains the results of a study of current monitoring practices and policies from 735 national and international call centers, including written comments to survey questions and the call center management review's special issue on monitoring and coaching.