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
Martin Hill-Wilson
Brainfood Extra
Jonathan Wax
Nexidia
Simon Thatcher
Echo Managed Services
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by NICE Nexidia
