Call center QA

    4 Factors for Effective Quality Monitoring

    Listening is nice, however your agents will figure it out quickly if they know that you are merely listening and not doing anything with the information; they will use the Hawthorne Effect to their advantage! As a remedy, the agents must be provided with a strongly supported feedback mechanism that they can easily understand. There are four effective call center quality monitoring factors that you must understand in making any program successful:

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