PowerPoint Presentation

Monitoring Methods Monitoring your Agents will have different outcomes using different methods.

Side-by-side

Remote Monitoring

Recorded

Peer Monitoring

 Comprehensive view of Agent work process and skills

 Allows view of normal Agent behavior during the interaction

 Allows view of normal Agent behavior during the interaction  Higher assessment accuracy  Interactions can be replayed  Partial view of Agent’s skills  Partial view of Agent process

 Comprehensive view of Agent’s behaviors and skills in live interactions  Less intimidating than side-by-sides

Pros

 Tends to alter Agent behavior

 Partial view of Agent’s skills  Partial view of Agent process unless screen share is enabled

 Observation process conducted by an SME