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BizReport : White Papers : Telecom & Wireless

Performance Management in the Call Center: Monitoring, Coaching, and Scoring Agents

How do you manage performance in a call center? How do you measure call center performance? These are important questions for anyone responsible for a call center. In this best practices guide, Jim Beuoy, Director of Quality Assurance at OKS Ameridial describes the 3 influencing factors that must be taken into consideration when managing a call center: People, Process, and Technology. Also covered are the alternative philosophies and approaches to monitoring, coaching, and scoring Agents, as well as key points on how to measure call center performance. These proven techniques are used by OKS Ameridial to successfully run their worldwide call centers.

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