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Using Call Monitoring to Measure Quality

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 Syllabus

    Course Overview
    - 1m 19s

    —Course Overview 1m 19s
    Understanding 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 27s
    Identifying and Understanding KPI Concepts
    - 9m 17s
    Call Monitoring Concepts
    - 7m 43s


Course Fee:
USD 29

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

This course is listed under E-Commerce Community

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