At the heart of Customer Experience Management (CEM) in a Contact Centre, Quality monitoring refers to the process of listening to or observing an agent’s interaction points with customers to establish and evaluate the quality of the interaction. In contact Centres, this is the most effective method for improving agent skills, motivation levels and the overall level of service delivery within the operational calling floor. When interactions are monitored properly, not only can it improve the customer experience, it can also improve overall contact Centre performance, reduce callbacks, focus training efforts, identify process improvement opportunities and facilitate employee development. Therefore, a Contact Centre’s quality monitoring program is an essential component in ensuring the consistency of Customer Experience delivered to customers. Quality interactions help retain your customers and grow the business. This workshop delves into the necessary elements in understanding, designing, implementing and managing a quality management program to ensure consistent, high quality sales/service information accuracy, quality management and great customer experience. Workshop Learning Objectives •Create and enhance awareness of contact center quality monitoring; •Learn key concepts about quality monitoring; •Understand how quality monitoring is the key factor in determining the actual customer experience; •Manage individual development effectively. Who Should Attend? • Quality Analysts • Quality Professionals • Senior Contact Center • Professionals Certificate of completion awarded by Western Kentucky University (USA).