Monitoring Customer Service for Contact Centre Supervisors in Business Services

Monitoring Customer Service for Contact Centre Supervisors in Business Services

This course equips Contact Centre Supervisors in Business Services with essential techniques for effectively monitoring customer service. You will master evaluating agent performance and maintaining high service standards by learning to utilise quality scorecards for accurate assessment. The course covers conducting calibration sessions to ensure consistent evaluation across your team, enabling you to provide clear, actionable feedback to agents. By mastering these skills, you will drive continuous improvement, enhance agent performance, and ultimately boost customer satisfaction within your contact centre operations.