Hi

Could some one please help. I have been tasked to design the above mentioned process and i dont have a clue how or where to start, any ideas or processes that are currently available?

please provide details which type of industry ur in , what is ur product base & clienteite

1. Begin by developing "SMART" objects.

2. State the parametres for measuring the objectives. In other words, how do you know if and when the objectives are achieved

3. The Customer is most qualified to measure the success or otherwise of your parametres

Hello,

I bought a wonderful book called " The call center Monitoring and coaching guidebook" by David Lee...from The dartnell Corporation - 561-622-6520. The book will guide you to create a very good monitoring call monitoring process.

Good luck!

Patrick