- Course
- Core Tech
Using Call Monitoring to Measure Quality
Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
What you'll learn
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.
About the author
Theresa Miller is a Citrix Technology Professional, Microsoft MVP, and VMware vExpert that has been working in IT for over 20 years.