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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 2008 The Ascent Group, April 2008   Description     Table of Contents     Sample        Enquire before Buying    Send to a Friend   This research report will deliver the results of our 5th annual research on call quality programs. The author conducted research during the first quarter of 2008 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". The report also profiles the monitoring technology that is in place within these companies, provides 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 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. The research also examines ways to improve Quality Assurance program credibility, takes a look at QA analyst skill requirements, and techniques to improve QA feedback. As an added bonus, this report also examines how coaches are selected and trained, coaching performance measurement, and coaching certification programs. Customers who bought this item also bought Call Quality Practices 2008 Call Center Strategies 2007 Benchmarks for Excellence in Hotel Management: A Best Practices Analysis for the Caribbean Market Managing the Total Customer Experience The Multichannel Contact Center Study II Call Center Monitoring Study III The Customer Management Scorecard Reaching Employees: Best Practices in Distribution & Access

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