Deelee Freeman has been providing training, human resources and consulting services for contact centers for over 20 years. As a business consultant for an Atlanta-based quality monitoring software company she worked with senior operations management, contact center management and quality assurance analysts of Fortune 500 companies, helping them improve contact center operations, quality monitoring & coaching processes and performance analysis.
What’s the best way to monitor calls coming into the contact center? What are some best practices for quality monitoring? In this podcast, Deelee Freeman of The Call Center School gives advice on quality monitoring tools, software and systems, as well as how to implement the customer feedback you receive to real-world results.
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More resources on quality monitoring
Best practices for monitoring remote call center agents
How to prepare agents for sensitive customer situations
This was first published in May 2010