Webinar Replay: 7 Ways to Improve Quality in the Contact Centre

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The quality of your calls, emails and web chats has a major impact on customer satisfaction.

In this webinar we will be looking at how you can transform your quality programme to improve customer satisfaction and change advisor behaviours.

Panellists
Justin Robbins - headshot
Justin Robbins
Call Centre Consultant
Derek Corcoran - headshot
Derek Corcoran
Scorebuddy
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Changing advisor behaviours
  • Driving Strategic Change
  • Quality Metrics
  • Correlating NPS and QA Scoring
  • What is your QA Data Trying to Tell You?
  • Avoiding the quality box ticking exercise
  • The role of Analytics
  • Use of technology
  • Top tips and Questions from the audience