Monitoring Checklists Facilitate Agent-Manager Interaction.
Monitoring checklists force the manager to spend one-on-one time with the agents. They demonstrate to the agents that management wants to help improve their performance. They can be used to track performance standards over an extended period, and should be filed to help administer with performance reviews. Lastly, they allow agents to provide feedback to their managers about anything on their minds that they otherwise might not willingly come forward to address.