In this webinar we will be sharing the results from best practice workshops conducted as part of the P&Q challenge.
- 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
This webinar was brought to you by Call Centre Helper and is sponsored by NICE Nexidia