Call Monitoring Done Right: 6 Essential Tips for More Productive Feedback Sessions
Getting call monitoring right is a big deal for making sure feedback sessions actually help your team get better. It's not just about listening in; it's about making the process useful for everyone. When done well, it can really boost how productive your team is. We've put together some ideas to help you make your call monitoring work better. This is about Call Monitoring Done Right: 6 Tips for Productive Feedback Sessions. Key Takeaways Involve your agents in creating the checklist for call monitoring. When they help build it, they're more likely to understand and buy into the process. Encourage agents to listen to their own calls and figure out what they could do better. This helps them take ownership of their development. Focus on the calls that stand out, both the really good ones and the not-so-good ones. This helps you learn from top performers and help those who need it most. Pick a specific area or behavior to focus on each month. This makes it easier for ...