Effective Monitoring and Performance Reviews

<h3>Effective Monitoring and Performance Reviews Overview</h3>Effective monitoring issues, practices and performance reviews are covered in this module. You will learn how to monitor specific core competency skills and agent behavior, and how to develop customized monitoring instruments. In addition, you will learn about various performance review issues and how to effectively conduct performance reviews. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module, you will be able to:</b> <h3><u>Section 1 - Monitoring Objectives</u></h3> <ol> <li>Determine whether your Contact Center requires a supervisor to do the actual monitoring or team of monitors will do the monitoring. <li>Define and establish performance standards for your contact center's call applications. <li>Identify three monitoring formats. <li>Describe four methods of agent monitoring and how each method is used. <li>Integrate the core criteria skill areas and productivity areas into a monitoring instrument. <li>Create a list of specific monitoring areas for your specific call application(s). <li>Distinguish performance measurements and performance standards as they are used in monitoring instruments. <li>Use monitoring to identify an agent's skills and opportunities for skill growth. <li>Practice using monitoring instruments relevant to your center. <li>Customize a monitoring instrument by changing the Performance Standard Line Items to those that fit your call application. <li>Explain how monitoring, coaching and performance reviews are linked. <li>Use a monitoring instrument to quantify an agent's performance. <li>Identify the primary challenges of call monitoring and establish monitoring procedures to overcome these challenges within your center. </ol> <h3><u>Section 2 - Performance Review Objectives</u></h3>