You monitor your agents to uphold your commitment to quality and constant improvement. Accurate monitoring not only helps management identify the skills and knowledge agents need, but also provides valuable input regarding their compensation and advancement opportunities. The key to success is to develop a monitoring form that measures what is important to your organization, and to implement a monitoring process that builds confidence in both your agents and supervisors.

This article outlines the attributes of a winning monitoring form-one that is flexible, fair and comprehensive. It also answers the most frequently asked questions about the monitoring process. How often? By whom? At what intervals? It explains how monitoring goes hand-in-hand with training-one program should not exist without the other.

Monitoring is an art as well as a science. This article explores strategies that can help supervisors present information-even negative information-to agents in a way that will ultimately help them achieve success.