Desktops, Laptops and OS
Networking and Communications
Servers and Server OS
Software and Web Development
with other members or
your contacts to the community.
+ invite connections
an existing group to participate in the group discussions or
a new group of your own to create discussions around topics of interest to you and your work.
+ create group
new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
+ add resource
Resources you may like
Performance Management in the Call Center: Monitoring, Coaching, and Scoring Agents
Share within ITmb
Share This Resource
Share with: Connections
Share with: Groups
How do you
performance in a call center? How do you
call center performance? These are important questions for anyone responsible for a call center. In this best practices guide, Jim Beuoy, Director of Quality Assurance at OKS Ameridial describes the 3 influencing factors that must be taken into consideration when managing a call center: People, Process, and Technology. Also covered are the alternative philosophies and approaches to monitoring, coaching, and scoring Agents, as well as key points on how to measure call center performance. These proven techniques are used by OKS Ameridial to successfully run their worldwide call centers.
Select Subject Area
Monitoring, Coaching, and Scoring Agents, OKS Ameridial , OKS Ameridial Free Best Practices Guide, call center management, best practices guide, Jim Beuoy, Director of Quality Assurance at OKS Ameridial
The resource is available from the link above.
Latest reports from top IT companies:
© ITmodelbook 2012-2018.