Webinar Replay: 7 Ideas to Improve your Quality Management

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Looking to improve Quality Management in your contact centre? This webinar will be of direct interest to you.

In this webinar we look at practical ideas on how to improve your quality management programme to drive bottom line results.

Panellists
Duncan White - headshot
Duncan White
horizon2
Frank Sherlock - headshot
Frank Sherlock
CallMiner
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Quality monitoring
  • Positively changing advisor behaviours
  • Coaching
  • Identifying poor performers, best practices and recurring problems
  • Stopping Quality becoming a box ticking exercise
  • Speech analytics
  • Quality Management Technology (QMT)
  • Top Tips from the audience