Do you share the voice of the consumer by including voice clips of actual calls in your reports to other corporate stakeholders?
SOCAP’s new Quality Monitoring Workshop
is an interactive one-day event focused on common internal quality functions and issues within the contact center
. We all know how essential quality monitoring is to Contact Center Management
and operations. This workshop was created with this importance in mind. The workshop will explore various monitoring issues including performance improvement and metrics. Through participation at the workshop, you will walk away with actionable insights to help you better understand the ‘What? So What?
and Now What?’
of quality monitoring.
Who Should Attend?
This workshop is tailored to meet the needs of supervisors, managers and specialists responsible for quality and performance improvement. If you’re looking for practical insights and tips for successful performance management, improving your contact center’s processes, call quality and overall operational proficiency, then SOCAP’s quality workshop is for you!
Do you currently match quality monitoring scores against CSAT scores?
SOCAP's 2017 Quality Monitoring Workshop Cancellation Policy
Refunds for cancellations must be made in writing (via email to firstname.lastname@example.org) to the SOCAP National Office. A processing fee of $100 per registration will be charged on refunds received on or before August 25, 2017. No cancellations or refunds after August 25, 2017. Substitutions will be gladly accepted at no charge until August 25, 2017. A $100 fee per registration will be charged on any substitutions made after August 25, 2017. Registration transfers to future meetings will not be accepted.
Be aware that by participating in SOCAP’s Quality Monitoring Workshop, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.