Senior call center executives find it very difficult to get management to perform monitoring checklists. The value in a checklist primarily exists for the agent, not the manager. At first glance, the manager perceives very little reason to take the time to do a monitoring checklist. Therefore, it is the job of senior management to paint clearly and precisely why management must regularly do monitoring checklists. This week, we’ll discuss some of the reasons why monitoring checklists are essential for good contact center performance.