An important part of any successful call monitoring program is the actual form used to evaluate agents. These 64 forms show the breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use in a wide array of enterprises today. Plus, "how to" articles from the monthly newsletter, "Call Center Management Review" are included to help you create not only an effective monitoring form, but design the best type of monitoring program for your particular call center.
It is important to note that the Incoming Calls Management Institute does not endorse any of these surveys as being "better" than another, nor do we identify any of these particular survey methods as a model to follow.
148 pages, 64 forms, 3-ring binder format.
