SOCAP’s new Quality Monitoring Workshop is an interactive one-day event focused on common internal quality functions and issues within the contact center.
Join our experts Barbara Sweat and Angela Bermudez at the workshop “A Cross Channel Approach to Monitoring” on September 13th at 9:45 am and learn:
Discover innovative approaches to monitoring and learn how to effectively narrow your focus to improve processes and offer best-in-class engagement. In this session, participants will be led through interactive roundtable discussions to explore:
- How tone, confidence and personalization translate to each channel
- How tools such as CSAT, CRM reports and quality audit findings can be used as effective methodologies for picking cross channel contacts for monitoring
- Effective uses for social media and best practices for reviewing agent and consumer engagement