Sarah Chambers
Posted by Sarah Chambers
Mar 12 / 2018 | 1 Comment

Beyond Co-Listening: Free eBook for Contact Center Quality Management

Poor customer service costs organizations $338.5 billion globally per year in lost business opportunities. If you haven’t invested in a mature call quality monitoring program yet, you can’t afford to wait any longer.


Most call centers will start quality monitoring with co-listening and providing individual feedback to agents. But without defining clear processes that go beyond co-listening, it’s impossible for quality assurance teams to tie their work back into the business. In order to truly drive business goals forward, call center leaders need to adopt current call center monitoring best practices.

Change your customers’ experience with advanced quality management


Moving beyond co-listening can be tough. When you start measuring quality, it’s difficult to know what you’re even listening for. How many calls should you be auditing? Who should complete the audits? And perhaps most importantly… is this even making a difference to the bottom line?


We know, we’ve been there. That’s why we’ve developed a nine step framework to improve contact center call monitoring, which we share in our comprehensive free ebook “Beyond Co-Listening.”


Our nine step quality framework takes teams from basic, individual feedback to a quality management program that will change your business from the ground up.


9 steps towards a killer CXM program

In Beyond Co-Listening, we walk through the nine steps every quality team needs to implement a comprehensive transaction monitoring program. Our free eBook contains practical examples alongside sample monitoring forms you can adapt for your own use.


Heyware Quality Monitoring Framework

If you’re building a contact center quality management program, don’t miss out.


Download our free eBook to Move Beyond Co-Listening Today