Monitoring Study II Final Report

by ICMI, 50 pages, $129.95



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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



  • 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.

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Last modified January 13, 2005