Recorded Webinar: New Solutions for Quality Monitoring and Performance Management Related Articles 30 Tips to Improve Your Call Quality Monitoring Contact Centre Quality Monitoring - Five Essential Steps Drive Success! 40 Tips to Boost Team Performance Workforce Management Guide 3,523 Filed under - Recorded Call Centre and Customer Experience Webinars, Nexidia, Performance Management, Quality Webinar on quality monitoring and performance management. If you want to deliver the best customer experience, it is important to get your agents saying and typing the right things to clients. But with a large number of agents how do you ensure that the messages that you give are of a consistently high standard? A cornerstone of this is Quality Monitoring and Performance Management. In this webinar we looked at new solutions in Quality Monitoring and Performance Management at both strategic and operational levels. Agenda Introductions – Jonty Pearce, Call Centre Helper Six ideas – Martin Hill-Wilson, Brainfood Consulting Six more ideas – Simon Thorpe, Nexidia Your tips Winning tip – “We use systems thinking ‘check’ process to get wider teams involved in understanding the demand coming into the business and capturing word for word so customers feedback can be used for service improvement” thanks to Jodie All the tips from the audience have now been turned into an article 22 tips for performance management Interactive Q&A – Live questions from the audience Topics to be discussed The best measurements to use Including customer feedback Self-management and peer review Helping team leaders to provide coaching Selecting the right calls and emails Calibration Quality across multiple channels Software tools Top tips from the audience Interactive questions and answers This webinar is brought to you by Call Centre Helper and is sponsored by Nexidia. Original Webinar date: March 2013 Author: Jo Robinson Published On: 20th Mar 2013 - Last modified: 6th Apr 2021 Read more about - Recorded Call Centre and Customer Experience Webinars, Nexidia, Performance Management, Quality Recommended Articles 30 Tips to Improve Your Call Quality Monitoring Contact Centre Quality Monitoring - Five Essential Steps Drive Success! 40 Tips to Boost Team Performance Workforce Management Guide Related Reports Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter