Does anyone have an example of a quality monitoring form that you can share for technical support reps? We provide quality monitoring for our techincal support, but they are using the same scorecard as call center. It's not as effective as we would like it to be. We really need to monitor different skills and behaviors, however, I do not have a technical background, so I'm not 100% clear on what we should look for when monitoring. Any help is appreciated.
Rosalyn Johnson