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In quality monitoring, when should call center managers give feedback?

Test yourself on quality monitoring scores in this question from the Call Center Metrics School quiz.

a) After you've had a chance to observe the other agents on the team.
b) As soon as possible following the observation.
c) After you've spent a few days on paperwork.
d) At the end of the day.

* Read the answer and more about quality monitoring scores
* Return to the Call Center Metrics School

This was last published in March 2008

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