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.

Justin Robbins - headshot
Justin Robbins
Call Centre Consultant
Derek Corcoran - headshot
Derek Corcoran
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