April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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162 4.8 Summary: meeting objectives
Why monitor? Will it identify areas for additional training, enhance
individual skills, and improve quality and productivity?
How will monitoring be done? Will it be remote and/or side-by-side,
will calls be taped, what is being monitored (voice, desktop, or both)?
What is being evaluated? Quality of problem resolution, tone of
voice, ability to capture important detail, questioning techniques,
sales and customer service skills?
Who will be monitoring? Manager, supervisor, trainer, peers?
When will it be done? Random, daily, one call per rep per day?
How will performance be measured? Metrics, scoring, accuracy, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.