Trends in Quality Monitoring and Coaching

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Presented by

Connie Smith- SpotOn Enterprises, Thomas Antunes- Time Warner Cable, Gary Harris- IGS Energy, Matt Woody- Fifth Third Bank

About this talk

Join us for this webcast where we will explore questions such as: • How do you have a quality monitoring program that is about coaching and developing you to do things right? • How do you get all levels to become engaged in the quality process? • What are best practices for providing quality across multiple customer interaction channels? Panelists include: • Thomas Antunes, VP Tele-Services & Channels, Time Warner Cable • Gary Harris, Director of Customer Operations IGS Energy • Matt Woody, VP Consumer Contact Center Site Manager, Fifth Third Bank

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