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Finding the Right Quality Coach: Supervisor or Quality Analyst? The first step to developing an effective quality monitoring program is to define the quality standards that are right for your business.  Next, you have to communicate those standards to your frontline agents and commit to an ongoing program to monitor and coach your agents’ performance. Which brings us to the topic of this article: who are the right people to effectively coach the frontline agents?  Call center floor supervisors?  Or quality analysts (QAs)?  Or both? Studies indicate call centers vary in their organizational structure and approach to agent coaching; they [...]

It’s been 66 years since the phrase “Big Brother is watching you” first made its debut in the classic novel Nineteen Eighty-Four by George Orwell. Nineteen Eighty-Four was later made into a movie in 1956 where audiences viewed on the big screen how government manipulated every aspect of its citizens’ lives in order to brainwash them into becoming loyal, unthinking servants of the state. Orwell describes a society where every citizen is under constant surveillance by authorities and illustrates an abuse of power. Here was coined the expression: “Big Brother is watching you!” In a call center, it’s not uncommon to hear quality monitoring [...]