Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Best Practices in Performance and Quality Management

Published On: 8th Oct 2014 10:24

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

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Recorded Webinar: Best Practices in Performance and Quality Management

Topics Discussed

Panellists

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