Call Center Monitoring Books, Forms, and Seminars


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Call Center Quality Assurance Web-Based Training and Certification Series, 7-part training seminar series, with optional certification exam.

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. Register for one seminar at a time, or for the entire series. Present this live, instructor-led series in your in-house training room, and train the entire team at one low cost. For details,


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Monitoring, Measuring and Managing Customer Service by Gary Goodman, 166 pages, 2000, $39

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.

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Monitoring Study II Final Report by ICMI, 50 pages, $129.95

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.

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Last modified July 18, 2010