Engage Your Agents!
When you focus on quality monitoring it is so important to get the agents engaged in the whole process and get them to realize first and foremost that this is not a big brother kind of product that the enterprise wants to implement; it is for the good of the agent. Also you want to consider uses of recording or quality assurance that a product will have; such as gaining very valuable customer insight. You really need to look at it more from a business process perspective that they want to record best practice interactions to show how well their business processes are working, and how well their technology is working. Gaining that grass roots buy in upfront is exceedingly important. - Kevin Hegebarth