Recorded Webinar: Best Practices in Performance and Quality Management


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


Martin Hill-Wilson - Headshot
Martin Hill-Wilson
Brainfood Extra

Jonathan Wax - Headshot
Jonathan Wax

Simon Thatcher - Headshot
Simon Thatcher
Echo Managed Services

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Published On: 8th Oct 2014 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, , ,

Recommended Articles

What Is Performance Management? With a Definition and Best Practices
An Introduction to… Quality Management Technology
Best Practice Speech Bubble Isolated On Red Background
Performance Management Best Practices
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.