Contact Center Quality Workshop

Module 1: Creating a Great Form

• Determining sources of input for your quality monitoring program
• Identifying the purpose and objectives of your program
• Determining roles and responsibilities
• Setting performance standards
• Foundation and finesse standards
• Activities vs. results
• Scoring considerations
• Defining and documenting standards
• What should be on the form

Module 2: Calibrating

• Defining calibration
• Developing a calibration process
• 4 levels of calibration

Module 3: Implementing

• Auditing your monitoring form
• Introducing a new form
• Implementation strategy

• Supervisors
• Managers
• Quality personnel

• The key elements of a quality monitoring form
• Considerations for building a quality form
• How to conduct effective calibration sessions with your quality form
• Strategies for delivering actionable coaching and feedback based on your quality form

List Price: Varies

Course Duration: 1 Day

This is a 1 day instructor-led course delivered by

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.