Quality Monitoring is a powerful quality monitoring tool. By capturing agent conversations and keystrokes you gain valuable information about what is happening in your call center,  However, you can do more than observe calls, you can measure and improve the quality of those calls.

These are the courses available for Contact Center-Manager:

Training program content

  • Working with Quality Monitoring
  • Working with contacts
  • Managing contacts
  • Searching for contacts
  • Monitoring agents
  • Managing evaluations
  • Enterprise Reporting
Duration:2 days 09:30 until 17:00

Who should attend?

Supervisors, Team leaders and System administrators

Objectives

After completing this course you will be able to use the Quality Monitoring system to:

  • Manage contacts and contact folders
  • Review agent performance
  • Monitor agent performance
  • Evaluate agent performance