Recorded Webinar: Best Practices in Performance and Quality Management

In this webinar we will be sharing the results from best practice workshops conducted as part of the P&Q challenge.

Topics Discussed

• Latest research on Performance and Quality Monitoring
• What should a future performance management system look like?
• Best practices in Quality Measurement
• Getting agents bought into Quality
• Best ways to score agents
• Building customer feedback into the process

• Self-management and peer review
• Helping team leaders to provide coaching
• Building a highly transparent and calibrated process
• Interaction Analytics
• Top tips from the audience
• Interactive questions and answers

Panellists