(The Pyzdek Institute: Tucson, AZ) -- For 50 years, the go-to method of improving call center performance has been monitoring and coaching. Yet measures of performance like disclosure compliance, call resolution, cross/upsell rates, and handle time are not continuously improving and in fact have been treading water in most centers for years. More coaching and monitoring would not only be expensive, they also cannot produce breakthrough results on a centerwide basis.

Manufacturers would laugh if you asked them to rely on monitoring and coaching to improve product quality. They have long recognized that standardized processes and the intelligent use of automation to error-proof are much more powerful for continuous quality improvement.

Agent-assisted automation offers call centers similar quality breakthroughs. The webinar, “Call Center Quality Improvement: Why Deming Is Spinning in his Grave” scheduled for Thurs., Dec. 6, 2012, from 12 p.m. –1 p.m. Eastern, will discuss how automation directed by the agent can be used to increase disclosure compliance, cross-sells, and first call resolution, decrease handle time, and prevent credit card theft. 

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