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

    Carolyn Blunt - Headshot
    Carolyn Blunt
    Ember Real Results

    Tom Bukht - Headshot
    Tom Bukht
    Business Systems

    Jonty Pearce - Headshot
    Jonty Pearce
    Call Centre Helper

    Author: Megan Jones

    Published On: 22nd Apr 2015 - Last modified: 28th Feb 2023
    Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

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