Monitor Your Call Center Monitors

If you employ monitors in your catalog contact center, one sure way to improve their skills and bolster confidence is to monitor their performance -- that is, to monitor your monitors. Listen to the calls they evaluate, compare your evaluation to theirs and coach when necessary, according to officials of The Ascent Group, which recently released the white paper "Getting the Most Out of Your Call Quality Program." Monitoring your monitors instills accountability and offers them the opportunity for continual improvement.