Webinar Replay: 5 Sure-Fire Quality Monitoring Techniques

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Quality monitoring can be a really positive initiative to change advisor behaviour, improve customer experience and motivate the team.

It can, however, be particularly difficult to get your approach to quality monitoring right, so that you focus on the areas of most value and achieve advisor buy-in.

In this webinar we will share a number of best practices to improve quality monitoring and discuss how you can get things right.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Miranda Cain, Elev-8 Performance
 Miranda Cain slides from quality webinar Click here to view the slides
  • Tom Vander Well, Intelligentics
 Tom Vander Well slides from quality webinar Click here to view the slides
  • Lauren Maschio, NICE
 Lauren Maschio slides from quality webinar Click here to view the slides
Miranda Cain - headshot
Miranda Cain
Elev-8 Performance
Tom Vander Well - headshot
Tom Vander Well
Lauren Maschio - headshot
Lauren Maschio
Charlie Mitchell - headshot
Charlie Mitchell
Call Centre Helper
What You Will Learn
  • Easy tweaks to improve your quality monitoring approach
  • How to link quality monitoring with coaching
  • Best practices in quality scoring and calibration
  • How to best conduct quality monitoring with a remote team
  • Which tools can help you take your quality programme to the next level?
  • Top tips from the audience
  • Winning tip – "In order to be effective, Supervisors need to be listening to the calls so they truly understand what is happening in the call centre. That should be the largest part of their jobs. By reducing this, it pulls them away from this critical component." thanks to Eric11
Original Webinar date: 11th March 2021

Webinar Timeline

0:14: Introductions – Charlie Mitchell, Call Centre Helper
4:25: Poll with results from the audience. Asking "When did Your Company Last Change the Questions on Your Quality Scorecard?"
5:36: Miranda Cain, Elev-8 Performance Presentation
17:03: Take-aways from Miranda's presentation
17:53: Top Tips, Opinions and Questions from the audience
22:23: Tom Vander Well, Intelligentics Presentation
34:02: Take-aways from Tom's presentation
34:45: Quiz
40:32: Lauren Maschio, NICE Presentation
52:47: Take-aways from Lauren's presentation
53:40: Top Tips, Opinions and Questions from the audience
1:00:06: Winning Tip

Speaker Biographies

Miranda Cain | Elev-8 Performance

With over 25 years’ experience in the L&D arena Miranda balances commercial needs with the impact on human beings. This lens enables her to consult effectively to achieve the best performance outcomes for clients and people.

Connect with Miranda on Social Media: Linkedin

Tom Vander Well | Intelligentics

Tom Vander Well has spent a quarter century helping companies measure and improve CX, CSAT and service quality. He is President and CEO of Intelligentics, a market research and consulting firm in Des Moines, Iowa.

The group has focused their business on three integrated services: Research, Service Quality Assessment and Training/Coaching to help clients move the needle on the customer experience, customer service, customer satisfaction and customer loyalty.

Tom has been a recognized expert in Customer Service and Quality Assessment. He has been a popular speaker and webinar guest on the topics of Quality Assessment, CSAT and Customer Service. He's been a keynote and workshop leader at regional and national conferences for ICMI, LOMA, ICSA, and other organizations.

Connect with Frank on Social Media: Linkedin

Lauren Maschio | NICE Systems

Connect with Lauren on Social Media: Linkedin | Twitter