Monitoring Study II Final Report

by ICMI, 50 pages, $129.95

Quantity:

Home

Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Bargain Books (50% off!)

Seminars

Title Index
Subject Index
Author Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

Overview

Call Center Management Review recently conducted the first-ever focused survey to uncover key data on current monitoring practices and policies. This 50+ page final report includes detailed finding, charts/tables highlighting key data and written comments from the 735 plus call center management respondents. It includes CCMReview's special issue: Monitoring and Coaching.

Table of Contents

1.Survey Information

2.Executive Summary

3.Overview

4.Results

  • Figure I. Monitored Number of Calls

  • Figure II. Types of Monitored Transactions

  • Figure III. Monitoring Objectives

  • Figure IV. Monitoring and Coaching

  • Figure V. Monitoring New Agents

  • Figure VI. Conducts Monitoring

  • Figure VII. Monitoring Feedback Provided to Agents

  • Figure VIII. Monitoring Quality/Objectivity

  • Figure IX. Agent Preception of Monitoring Program

  • Figure X. Plans for Current Monitoring Programs

5. Call Center Management Review's Special Issue: Monitoring and Coaching.


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2001-2005 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 13, 2005