Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Best Practices in Call Quality Monitoring

Published On: 22nd Apr 2015 10:16

Call Quality Monitoring is a great way to improve the customer experience and to ensure consistent service. But it can be notoriously difficult to get right and to get employees to buy in to.

In this webinar we look at best practices to improve call quality monitoring.

Topics Discussed

The latest thinking in Call Quality Monitoring

Agent Evaluations

Coaching and Training

Quality Scoring

Cloning Best Practice

The best number of calls to monitor and evaluate

Improving quality of Emails, Webchat and Social Media

Using technology to improve Quality Monitoring

Speech Analytics

Top tips from the audience

Panellists

Carolyn Blunt

Ember Real Results

Tom Bukht

Business Systems

Jonty Pearce

Call Centre Helper

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Recorded Webinar: Best Practices in Call Quality Monitoring

Topics Discussed

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