As you and other call center executives know, call quality monitoring and coaching are two of the best ways to improve a call center and your customer experience. Unfortunately, many of us aren’t sure how to best evaluate calls, where to begin coaching, or what to do next once putting these two things in motion. This seminar, presented by HyperQuality, and featuring customer contact expert Dr. Jon Anton, Researcher and Author at Purdue University, Center for Customer- Driven Quality, will bring you practical tips and visionary strategy to improve your customer experience next week and for years to come.

1. Is your team having trouble completing your intended call monitoring due to lack of time or resources?
2. Have you found that moving your top-performing agents to coaches hasn’t made a difference and has even made it harder to meet service levels?
3. Do you wonder if you are monitoring enough calls per agent to truly make coaching them a learning experience?
4. Are your agents less than enthusiastic about who is monitoring their calls?
5. Has your call monitoring program failed to deliver the ROI that you expected?
6. Are you struggling with high agent turnover?

If you answered “yes” to any of these questions, you will benefit from the tips and advice at this seminar.

Questions? Call us at 1-888-254-0580

Click on the seminar of your choice for directions and accommodations.

This half-day seminar is packed with useful and relevant information and includes a continental breakfast. There's also time for individual questions and networking.

• Half day seminar on quality monitoring and coaching
• Breakfast
• A free, signed copy of the book Coaching Contact Center Agent, by Dr. Jon Anton and Howard Lee - a $40 value!
• A free white paper on Best Practices in Quality Monitoring and Coaching, by Dr. Jon Anton – a $495 value!

Questions? Call us at 1-888-254-0580

You’ll receive personalized training from Dr. Jon Anton, Researcher and Author at Purdue University’s Center for Customer Driven Quality.
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