Recorded Webinar: Best Practices in Call Quality Monitoring

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

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