ABSTRACT
Monitoring your agents is the best way to ensure quality service. In today's competitive environment, it's more important than ever. And you can do it without hurting employee morale.
You wouldn't train an agent without listening to his or her phone technique, would you? Monitoring is a critical part of the process of teaching a new rep how to deal with customers, how to handle difficult situations, even simply how to follow a script and read a screen full of complex information.
