Gain an understanding of the requirements necessary to build a “best-in-class” quality monitoring & assessment processes. Identify those agent behaviors that provide an excellent customer experience, i.e., reduce the customer effort to solve their problems, answer their questions & drive loyalty.

This course will strengthen your supervisors’ overall skills and empower them with new techniques that will improve all aspects of your contact center performance. Build the skills that turn former agents into leaders & good supervisors into great supervisors.