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Theresa Miller
Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
Read more
Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
Read more
Improving service quality can have significant ROI for your organization. In this course, you will learn the basics of call monitoring to ensure you can provide maximum quality assurance.
The reputation of your Support Center can make or break your organization. In this course, Using Call Monitoring to Measure Quality, you will learn to identify, maintain, and improve the customer experience. First, you'll learn about deciding on your key performance indicators. Next, you will learn how to use data to measure quality. Finally, you'll learn about the call monitoring process and methodology. When you are finished watching this course, you will have the knowledge and skills necessary to improve on your service quality.
Register for this course and see more details by visiting:
OpenCourser.com/course/bl17kl/using
What's inside
Syllabus
Course Overview
Understanding Your Support Center Key Performance Indicators
Identifying and Understanding KPI Concepts
Call Monitoring Concepts
Read more
Syllabus
Course Overview
Understanding Your Support Center Key Performance Indicators
Identifying and Understanding KPI Concepts
Call Monitoring Concepts
Read more
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops real-world skills that are relevant to service operations
Covers the latest best practices in call monitoring for quality assurance
Taught by Theresa Miller, an expert in call monitoring and quality assurance
Explores methods for identifying and measuring key performance indicators (KPIs)
Provides a step-by-step guide to the call monitoring process
Suitable for support center agents and managers seeking to enhance customer experience
Save this course
Save Using Call Monitoring to Measure Quality to your list so you can find it easily later:
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Using Call Monitoring to Measure Quality with these
activities:
Key Performance Indicators (KPIs) Review
Show steps
Review KPIs to establish a foundation for understanding course materials.
Browse courses on
Key Performance Indicators (KPIs)
Show steps
-
Define and understand KPIs in customer support.
-
Identify common KPIs used in call centers.
-
Discuss the importance of KPIs for monitoring and improving call center performance.
Call Monitoring Process Overview
Show steps
Explore the call monitoring process to gain a comprehensive understanding of its methodology.
Show steps
-
Review industry best practices for call monitoring.
-
Identify different types of call monitoring, including real-time and historical monitoring.
-
Explore the benefits and limitations of call monitoring.
Call Center Best Practices Discussion
Show steps
Engage in discussions with peers to exchange ideas and learn from their experiences in call center management.
Show steps
-
Participate in online forums or discussion groups dedicated to call center best practices.
-
Attend industry events and conferences to network with peers and learn about emerging trends.
-
Collaborate on projects or initiatives with peers to share knowledge and expertise.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Data Analysis for Quality Assurance
Show steps
Practice analyzing data to identify trends and areas for improvement in service quality.
Show steps
-
Collect and organize call center data related to key KPIs.
-
Analyze data using statistical methods and identify patterns and trends.
-
Develop recommendations for improving service quality based on data analysis.
Call Monitoring Report
Show steps
Create a report that summarizes the findings from call monitoring activities and provides recommendations for improvement.
Show steps
-
Gather and analyze data from call monitoring activities.
-
Identify trends and patterns in the data.
-
Develop actionable recommendations for improving service quality.
-
Write a comprehensive report that summarizes the findings and recommendations.
Customer Experience Improvement Project
Show steps
Engage in a hands-on project to implement strategies for enhancing the customer experience.
Show steps
-
Identify areas for improvement in customer experience.
-
Develop and implement strategies to address identified areas for improvement.
-
Evaluate the effectiveness of implemented strategies and make adjustments as necessary.
Contribute to Open Source Call Center Projects
Show steps
Gain practical experience and contribute to the call center community by participating in open source projects.
Show steps
-
Identify open source call center projects that align with your interests.
-
Contribute to the project by submitting bug reports, feature requests, or code contributions.
-
Engage with the project community to learn from others and discuss best practices.
Key Performance Indicators (KPIs) Review
Show steps
Review KPIs to establish a foundation for understanding course materials.
Browse courses on
Key Performance Indicators (KPIs)
Show steps
Show steps
Show steps
- Define and understand KPIs in customer support.
- Identify common KPIs used in call centers.
- Discuss the importance of KPIs for monitoring and improving call center performance.
Call Monitoring Process Overview
Show steps
Explore the call monitoring process to gain a comprehensive understanding of its methodology.
Show steps
Show steps
Show steps
- Review industry best practices for call monitoring.
- Identify different types of call monitoring, including real-time and historical monitoring.
- Explore the benefits and limitations of call monitoring.
Call Center Best Practices Discussion
Show steps
Engage in discussions with peers to exchange ideas and learn from their experiences in call center management.
Show steps
Show steps
Show steps
- Participate in online forums or discussion groups dedicated to call center best practices.
- Attend industry events and conferences to network with peers and learn about emerging trends.
- Collaborate on projects or initiatives with peers to share knowledge and expertise.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Data Analysis for Quality Assurance
Show steps
Practice analyzing data to identify trends and areas for improvement in service quality.
Show steps
Show steps
Show steps
- Collect and organize call center data related to key KPIs.
- Analyze data using statistical methods and identify patterns and trends.
- Develop recommendations for improving service quality based on data analysis.
Call Monitoring Report
Show steps
Create a report that summarizes the findings from call monitoring activities and provides recommendations for improvement.
Show steps
Show steps
Show steps
- Gather and analyze data from call monitoring activities.
- Identify trends and patterns in the data.
- Develop actionable recommendations for improving service quality.
- Write a comprehensive report that summarizes the findings and recommendations.
Customer Experience Improvement Project
Show steps
Engage in a hands-on project to implement strategies for enhancing the customer experience.
Show steps
Show steps
Show steps
- Identify areas for improvement in customer experience.
- Develop and implement strategies to address identified areas for improvement.
- Evaluate the effectiveness of implemented strategies and make adjustments as necessary.
Contribute to Open Source Call Center Projects
Show steps
Gain practical experience and contribute to the call center community by participating in open source projects.
Show steps
Show steps
Show steps
- Identify open source call center projects that align with your interests.
- Contribute to the project by submitting bug reports, feature requests, or code contributions.
- Engage with the project community to learn from others and discuss best practices.
Career center
Learners who complete Using Call Monitoring to Measure Quality will develop knowledge and skills
that may be useful to these careers:
Process Improvement Analyst
Process Improvement Analyst
Process Improvement Analysts identify and analyze inefficiencies in business processes. They develop and implement solutions to streamline operations, reduce waste, and improve productivity. The course's emphasis on KPI measurement, data analysis, and quality improvement aligns well with the skills required for this role, enabling individuals to make data-driven decisions and drive process optimizations.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts ensure the quality of products or services by identifying and resolving defects. They develop and implement testing methodologies, analyze data, and report on quality metrics. The course, Using Call Monitoring to Measure Quality, provides practical knowledge and skills in quality measurement, data analysis, and process improvement, equipping individuals to excel in this role.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers achieve their desired outcomes with a product or service. They proactively monitor customer interactions, identify areas for improvement, and provide ongoing support to enhance the customer experience. The course's focus on understanding customer needs, measuring quality, and continuous improvement methodologies provides valuable insights and best practices for Customer Success Managers.
Performance Improvement Specialist
Performance Improvement Specialist
Performance Improvement Specialists work to enhance individual and organizational performance through analysis, planning, and implementation of performance improvement initiatives. They identify performance gaps, develop solutions, and track progress to drive continuous improvement. The course, Using Call Monitoring to Measure Quality, provides foundational-level skills in performance measurement, data analysis, and process improvement, which are essential for success in this role.
Performance Improvement Analyst
Performance Improvement Analyst
Performance Improvement Analysts optimize organizational performance by identifying and resolving operational bottlenecks. They use data analysis to measure performance, identify areas for improvement, and develop and implement solutions to enhance efficiency and effectiveness. The course, Using Call Monitoring to Measure Quality, provides foundational-level skills in data analysis, KPI measurement, and quality improvement methodologies, which are essential for success in this role.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to provide insights that inform decision-making. They use statistical techniques and data visualization to uncover patterns and trends in data. The course's focus on data analysis, KPI measurement, and quality assurance methodologies provides a solid foundation for Data Analysts, equipping them with the skills to extract meaningful insights and drive data-driven decision-making.
Call Center Manager
Call Center Manager
Call Center Managers oversee the operations of call centers, ensuring the efficient and effective handling of customer interactions. They develop and implement quality standards, monitor performance, and provide coaching to agents. The course, Using Call Monitoring to Measure Quality, provides valuable insights and best practices for Call Center Managers, helping them establish and maintain high levels of customer satisfaction and service quality.
Customer Service Supervisor
Customer Service Supervisor
Customer Service Supervisors oversee teams of customer service representatives, ensuring that customers receive timely and effective support. They monitor performance, provide coaching, and identify areas for improvement in customer service processes. The course, Using Call Monitoring to Measure Quality, provides valuable insights and best practices for Customer Service Supervisors, enabling them to enhance the customer service experience and drive continuous improvement.
Business Analyst
Business Analyst
Business Analysts play a crucial role in bridging the gap between business stakeholders and technical teams. They analyze business needs, define requirements, and develop solutions to improve business processes and systems. The course's focus on KPI identification, data analysis, and quality assurance methodologies provides a solid foundation for Business Analysts, enabling them to make well-informed decisions and drive organizational improvement.
Service Quality Manager
Service Quality Manager
Service Quality Managers are responsible for ensuring the quality of customer service provided by an organization. They develop and implement quality standards, monitor performance, and identify areas for improvement in customer service processes. The course, Using Call Monitoring to Measure Quality, provides valuable insights and best practices for Service Quality Managers.
Operations Manager
Operations Manager
Operations Managers oversee the day-to-day operations of an organization. They ensure smooth and efficient functioning of business processes, identify areas for improvement, and implement solutions to optimize performance. The course, Using Call Monitoring to Measure Quality, provides valuable insights and best practices for Operations Managers, enabling them to measure and improve operational efficiency and quality.
Quality Control Inspector
Quality Control Inspector
Quality Control Inspectors examine products or services to ensure they meet established quality standards. They inspect products, conduct tests, and report on quality issues. The course's focus on quality measurement, data analysis, and process improvement methodologies provides a strong foundation for Quality Control Inspectors, empowering them to identify and resolve quality issues effectively.
Customer Experience Manager
Customer Experience Manager
Customer Experience Managers are responsible for designing and implementing strategies to enhance the overall customer experience. They analyze customer feedback, identify pain points, and develop solutions to improve customer satisfaction and loyalty. The course's focus on measuring quality, understanding customer needs, and using data-driven decision-making provides valuable skills for Customer Experience Managers.
Six Sigma Black Belt
Six Sigma Black Belt
Six Sigma Black Belts are experts in using Six Sigma methodologies to improve business processes and reduce defects. They lead process improvement projects and mentor other Six Sigma practitioners. The course, Using Call Monitoring to Measure Quality, provides a foundational understanding of Six Sigma methodologies, data analysis, and process improvement, which can be valuable for Six Sigma Black Belts in their roles.
Quality Management Consultant
Quality Management Consultant
Quality Management Consultants help organizations improve their quality management systems and processes. They assess current practices, identify areas for improvement, and develop and implement quality management strategies. The course's focus on quality measurement, data analysis, and process improvement methodologies provides foundational skills for Quality Management Consultants.
For more career information including salaries, visit:
OpenCourser.com/course/bl17kl/using
Reading list
We've selected nine books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Using Call Monitoring to Measure Quality.
This classic text on service quality measurement provides a theoretical framework and practical guidance for developing and implementing key performance indicators (KPIs). It offers valuable insights into the concepts and techniques covered in the course on using call monitoring to measure quality.
Provides a comprehensive overview of call center KPIs, including how to measure them, track them, and use them to improve performance. It valuable resource for call center managers and supervisors.
This handbook provides a comprehensive overview of communications monitoring, including call monitoring. It offers valuable insights into the latest technologies and best practices for monitoring and analyzing call data for quality assurance.
Delves into the use of speech analytics for quality monitoring and improvement in call centers. It provides a comprehensive overview of the technology, best practices, and case studies, complementing the course content on call monitoring.
Comprehensive guide to call center management, covering all aspects of operations, from hiring and training to quality assurance and customer service.
This comprehensive guide to call center management provides insights into the role of call monitoring in ensuring service quality. It offers a practical framework for managing call centers and improving performance.
This foundational text provides a comprehensive overview of service quality principles and practices. It offers a valuable background for understanding the importance and benefits of using call monitoring to measure and improve quality.
Save
Provides a comprehensive overview of call center management, including how to start a call center, manage your team, and improve performance. It valuable resource for call center managers and supervisors.
Save
Provides a practical guide to leading and motivating call center teams, covering topics such as communication, coaching, and recognition.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/bl17kl/using
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Time
37 hours
Level
Introductory
Via
Pluralsight
Instructor
Theresa Miller
Language
English
Good to know
Develops real-world skills that are relevant to service operations
Covers the latest best practices in call monitoring for quality assurance
Taught by Theresa Miller, an expert in call monitoring and quality assurance
Explores methods for identifying and measuring key performance indicators (KPIs)
Provides a step-by-step guide to the call monitoring process
Suitable for support center agents and managers seeking to enhance customer experience
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