I was very pleased with Myra's presentation, but even more so, I was left with a sense of new energy and desire to put her recommendations to use. I can't wait for Monday.

Tim O'Laughlin

The Coca-Cola Company

Tulsa City-County Library 

You exceeded our expectations!

Rhonda Fox

District IV Manager - Member Relations
Best Western International, Inc

How to Design (or refine) a Quality Monitoring Program You Can Be Proud of

Call monitoring is one of the most important tools available to contact center management for quality assurance. Focused, effective and consistent quality monitoring has many benefits including improved performance and productivity, increased customer satisfaction, increased job satisfaction, and reduced turnover.

BUT, most contact centers fail to properly conceptualize, design, and launch a solid quality monitoring program that reaps dramatic results in improved performance and customer satisfaction. 

In fact, according to a 2007 Quality Monitoring Study conducted by ICMI, only 55.8% of contact centers believe that their monitors are given the time/resources they need to lead an effective quality program. But this doesn't have to be your story...

Announcing: New Web Seminar from Myra Golden with a follow-up 5 week E-Course!

During this 5-week follow-up e-course, Myra will be coaching you every step of the way, critiquing your monitoring forms, offering advice on improving your coaching skills, encouraging you along, and fine-tuning your overall quality monitoring strategy.

How to Design (or refine) a Quality Monitoring Program You Can Be Proud of

August 1, 2008 - 1:00 - 3:00pm ET (plus 5-week follow-up E-Course)
Please read carefully before registering

In How to Design (or refine) a Quality Monitoring Program You Can Be Proud of, Myra Golden generously shares her expertise on quality assurance which is based on an astonishingly vast array of resources and research to deliver the most important and up-to- date information available. Participants of this course will have unprecedented access to Myra and will be put on the fast-track to raising the value of their contact center through an immediate improvement in the overall quality call monitoring process.

You will walk away from this fiercely focused webinar with specific strategies for implementing a center-wide quality monitoring program that effectively measures and monitors performance and ensures quality. Specifically, we will:

• Explore the different quality call monitoring methods and examine the pros and cons of the most popular monitoring methods

• Build an easy-to-understand, objective-driven monitoring form

• Examine the importance of calibration and learn exactly how to hold a productive session

• Discuss quality measurement criteria for e-contact monitoring

• Discuss common monitoring pitfalls and how you can avoid them

• Discover exactly how to coach agents using monitoring data

• Learn how to approach employees about problem performance (based on solid monitoring data) in such a way that minimizes hostility and defensiveness

• Additionally, this course includes 5 weeks of follow-up coaching with Myra Golden. For 5 weeks you will have open-access to Myra where you can ask questions, have Myra critique your monitoring forms, get advice, and more.

Web Seminar

How to Design (or refine) a Quality Monitoring Program You Can Be Proud of

August 1, 2008 - 1:00 - 3:00pm ET

 (plus 5-week follow-up E-Course)

The class will be very interactive. Myra will grant all participants of this course 5 weeks of follow-up coaching! During this 5-week follow-up e-course, Myra will be coaching you every step of the way, critiquing your monitoring forms, offering advice on improving your coaching skills, encouraging you along, and fine-tuning your overall quality monitoring strategy.

You're probably wondering, can you and your team really learn anything from a webinar?

People who have taken Myra’s previous Quality Monitoring webinars have accomplished everything from designing and launching a quality monitoring program from scratch to holding calibration meetings for the very first time, to getting agent buy-in, to coaching effectively by using our proprietary 9 step model for coaching call center agents.

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

 Jeri Chandler

Ivie & Associates, Inc.

Each week  for 5-weeks after the live webinar you will receive a detailed lesson with a pretty good amount of tasks and coaching that guarantees that IF you follow the steps Myra outlines, you WILL get your quality call monitoring program up and running quickly. Or, if you already have a quality call monitoring program in place, you’ll get valuable critiques to help you take it to the next level. Click to here to view an excerpt from a lesson. You'll notice a high level of customization in this sample lesson.

Limited to 51 people/companies. Because of all of one-on-one attention you will receive from Myra Golden after the live webinar in the way of feedback on your current or desired quality monitoring program, critique, and getting your questions answered, we have to limit this class to 51 people. We expect this class to fill quickly.

I truly appreciate the work you did in researching our company and the information provided.

Jodi Cannon - Quality E-Course Participant

Ameren

Here is a closer look at exactly what we will accomplish in this intensive webinar with follow-up 5-week course:

Taking the Madness Out of the Method: What is the best way to monitor YOUR agents?

• Get answers to your most pressing questions like “how often should we monitor?” and “how many calls do we need to monitor?”
• Explore the 3 most effective call monitoring methods, including the pros and cons of each method as it relates to your specific situation (budget, staff levels, supervisor-staff ratio)
• We will review cutting-edge advancements in call monitoring technology
• Myra will give you her resource list on the best call monitoring software packages on the market  
• Bonus: We’ll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system...proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro!

• If you currently have a monitoring form, Myra will review it and give you her feedback
• We’ll explain the five simple and basic components you MUST have on your monitoring form
• You and your team will receive a packet of 100 sample monitoring forms to use as a benchmark as you develop or improve your form
• You’ll even get a sample email correspondence monitoring form
• We’ll examine how to effectively use Yes/No and Numerical scoring
• We’ll talk about whether or not you even want to score your form at all

Making Sense of Measurements and Sharing Quality Monitoring Data Throughout Your Organization

• Myra will show you and your team how to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)  
• Together, we’ll establish clear, valid and measurable performance standards for your contact center
• You’ll find out what's off limits for measuring in quality monitoring and why
• Barely half (52%) of respondents of a 2007 Quality Monitoring study reported that their center shares monitoring data/customer feedback with other departments within their enterprise. Myra will discuss who needs to review your monitoring data and offer advice on generating QA reports that encourage appropriate action follow-up.

Coaching Agent Phone Calls and Getting Real Buy-In

• You’ll be given the opportunity to send Myra a tape or WAV file of an actual coaching session between one of your supervisors and one agent and she’ll “coach the coach”
• Myra will teach you and your team our 9 Steps for Coaching Call Center Agent Phone Calls
• Myra will reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
• Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
• We will review 8 common objections agents have to monitoring and Myra will tell you exactly how to respond to every one of them
• You’ll learn 3 Things to Do AND  3 Things Not to Do When it Comes to Giving Constructive Feedback
• You’ will learn exactly how to assertively confront a serious agent performance problem that was discovered through monitoring

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud

• Find out why it so easy for every supervisor to see (and rate) calls differently ---and discover what you can do about it
• You’ll get Myra’s 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
• Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)  

Again, there is a limit on the number of people allowed into the program. Right now, we've opened up 2 small groups of 17. Once those groups are filled, the program is closed until the next group completes the program.

These small groups usually fill up very fast. So, don't wait. Register now.

Naturally, as you might expect, there are a few reasonable conditions:

1) You must be willing and able to commit to completing Myra’s pre-program questionnaire. This questionnaire will allow Myra to customize your follow-up e-course and focus squarely on your needs and challenges. If you’re not willing or able to invest the time to complete this questionnaire, we’re sorry we cannot help you at this time.

2) You must get everyone on your team who is involved with your quality monitoring and coaching process involved in this course. If Myra were to conduct this intense training onsite at your company, you'd have to agree in writing that all team members will participate 100%. In order to be effective, we need the same level of participation and commitment from you in this e-course. You will be asked to hold weekly meetings with your team based on Myra's assigned tasks.

3) You must complete all of the coursework within 7 days of receiving each follow-up “lesson”. Myra will ask a lot of you. She’ll ask that you send us your current monitoring form, she’ll give you instructions for how to set up your first calibration session and ask that you actually hold a session. She’ll ask that you record a “coaching” session between one supervisor and one employee, and more. Because we’re guaranteeing outcomes, we need to have your 100% participation in the course.

So, if this is going to be too much of a stretch for you, better to pass for now.

However, if you are eager and itching to make rapid strides in quality call monitoring and coaching your agents to optimal performance, in very short order, you need to enroll right away for this opportunity to receive personal coaching from Myra Golden.

Basically, you get Myra on your team to get your quality call monitoring program conceptualized, developed (or refined), and up and running as soon as possible -- and to teach you the things you need to know to make your monitoring program easily manageable and effective.

Tuition to enter the program: $299 if registered before July 25th. After July 25th  the tuition is $399. Tuition covers all people involved in monitoring and coaching in your company.

Again, we can only accept 51 registrations.

Click here to submit your tuition. You'll receive an email shortly with further instructions.

For questions call or email:
866-873-8419
918-671-2413
info@myragolden.com

Quality Call Monitoring 

Build (or fine-tune) a Quality Call Monitoring Program You Can Be Proud of!

Friday, August 1, 1:00 - 3:00 pm ET

Webinar Tuition $299

Reserve your seat now.

I really do love your webinars, Myra . They are very well done and extremely beneficial. The other thing I love is your strong faith that you bring into each of your calls.  It is truly a blessing to do what you love to do and it shows. I always find little helpful hints in your information.  I love the phrases you gave regarding unreasonable customer requests. Thank you again.

Kristy L. Bolen

Manager of Customer Service

Carlson Hotels Worldwide

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