The reputation of your Support Center can make or break your organization. In this course, Using Call Monitoring to Measure Quality, you will learn to identify, maintain, and improve the customer experience. First, you'll learn about deciding on your key performance indicators. Next, you will learn how to use data to measure quality. Finally, you'll learn about the call monitoring process and methodology. When you are finished watching this course, you will have the knowledge and skills necessary to improve on your service quality.
Course Overview Hi, everyone. My name is Theresa Miller and welcome to my course, Using Call Monitoring to Measure Quality. I am the founder and CEO of 24x7 IT Connection and I'm looking forward to sharing this information with you today. A successful service center routinely measures quality. This is important for existing employees, new employees, and for leadership. A great service center can make or break the reputation of your organization. In this course we will cover call monitoring and how to leverage this approach to improve your processes. Some of the major topics that we will cover include: deciding on your key performance indicators, performance indicator review, and call monitoring. By the end of this course you will have an understanding of how call monitoring and call monitoring KPIs can ensure support center success. I hope you'll join me on this journey to learn more about using call monitoring to measure quality through this course at Pluralsight.