Recorded Webinar: Best Practices in Call Quality Monitoring

5,049

5,049
Filed under - Recorded Call Centre and Customer Experience Webinars, , ,
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- Headshot
    Carolyn Blunt
    Ember Real Results
    Tom Bukht- Headshot
    Tom Bukht
    Business Systems
    Jonty Pearce- Headshot
    Jonty Pearce
    Call Centre Helper

    company logo
    This webinar was brought to you by Call Centre Helper and is sponsored by Business Systems


    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

    Recommended Articles

    A cartoon of a person using an ipad, surrounded by graphs
    30 Tips to Improve Your Call Quality Monitoring
    9 Best Practices to Develop Call Quality Monitoring 
    generic webinar replay image
    Recorded Webinar: Improve Quality Monitoring & Performance Management
    Contact Centre Reports, Surveys and White Papers
    Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.