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Search Enter keywords, a title or a report id number below. In All Categories --------------------- Telecom & Computing Business & Finance Mfg & Construction Pharma & Healthcare Consumer & Retail Gov & Public Sector Energy & Transport Country Reports Company Reports --------------------- Transcripts Advanced      Select a currency for use throughout the site Australia Dollars Canada Dollars Euro Japan Yen Sweden Kroner Switzerland Francs UK Pounds US Dollars Viewing report Order by Fax Printer Friendly PDF Brochure Send to Friend Enquire before Buying Electronic CD ROM Hard Copy Call Quality Practices 2009 The Ascent Group, May 2009   Description     Table of Contents     Sample        Enquire before Buying    Send to a Friend   Our research report will deliver the results of our 6th annual research on call quality programs. The Ascent Group conducted research during early 2009 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way. Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to 'big wins'. Call Quality Practices 2009 will profile the monitoring technologies in place within these companies, provide an analysis of monitoring approaches, including frequency, quantity of calls, monitoring objectives, responsibilities for monitoring/feedback, timing of feedback, communication techniques, calibration approaches. For those companies with dedicated Quality Assurance groups, we will look at how time is spent, ways to improve credibility, skill requirements, and feedback techniques. We also take a look at how coaches are selected and trained, how coaching performance is measured, and coaching certification programs. Finally, we explore the successes achieved as a result of our participant's call monitoring efforts. Customers who bought this item also bought Call Quality Practices 2008 Call Center Monitoring Study III Structural Health Monitoring 2007 Quantification, Validation, and Implementation Proceedings of the Sixth International Workshop on Structural Health Monitoring - September 11-13, 2007 Call Center Strategies 2009 Real-time Weld Process Monitoring Monitoring & Managing QoS/QoE for IPTV - 2008 Call Center Strategies 2007 Best Practices in Packaged Call Monitoring (Quality Management ) Patient Monitoring Markets Evidence-Based Medical Monitoring Wireless Monitoring in Home Healthcare Techniques for Corrosion Monitoring

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