What is the most efficient way to monitor CSRs while working?

Hello,

This question have three dimensions for answering it.

1. if you are talking about productivity and quality monitoring, i believe the transaction monitoring with all its types is the most efficient way (remote monitoring and side by side monitoring as an example)

2. if you are talking about process efficiency and cycle time for each type of transaction, i believe close side by side for many CSRs with different performance level on many types pf transactions and writing down your comments will be the best way (and this is a sort of work load analysis)

3. If you are talking about process improvement, efficiency, and reducing the non added value, or fats in your process, so the best way is to apply the Gemba Kaizen approach.

The best way I can think of is to schedule QA talk twice a week and discuss a couple of call/ interaction with the CSRs individually. Also, aside from expected monitoring, announce that a random one will be done to be discussed and monitored by the operations (managers and the like) to assure that the quality target is met. 

By means of setting the working goal and smart  objectives measured by customer relationship management software