Using Call Monitoring to Measure Quality
Pluralsight
Course Summary
Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
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Course Description
The reputation of your Support Center can make or break your organization. In this course, Using Call Monitoring to Measure Quality, you will learn to identify, maintain, and improve the customer experience. First, you'll learn about deciding on your key performance indicators. Next, you will learn how to use data to measure quality. Finally, you'll learn about the call monitoring process and methodology. When you are finished watching this course, you will have the knowledge and skills necessary to improve on your service quality.
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Course Syllabus
Course Overview- 1m 19s
—Course Overview 1m 19sUnderstanding Your Support Center Key Performance Indicators- 19m 14s
—Module Introduction and Support Center Key Performance Indicators 12m 31s
—Determine Which KPIs to Leverage 3m 58s
—KPIs That Measure Call Quality 2m 17s
—Summary 0m 27sIdentifying and Understanding KPI Concepts- 9m 17sCall Monitoring Concepts- 7m 43s
This course is listed under
E-Commerce
Community
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