Can monitoring your Conversational Marketing ™ Experts (CMEs) help your organization make better calls and increase results? You bet it can. We sat down with one of our Program Results Supervisors, Deetrein Johnson, to gain some insight on the techniques he employs to monitor his Conversational Marketing™ Experts (CMEs), as well as the ways in which he uses the information he acquires from his monitoring sessions to educate.
Your company can only benefit from call monitoring. On top of being a useful, educational tool to any call center supervisor, it also can serve as an interactive process between contact center management and rep, as a way to succeed in a collaborative effort.
What type(s) of call monitoring does your organization use? What benefit(s) do you see from it?