Webinar Replay: The Best Ways to Design a Quality Scorecard

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Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a box ticking exercise.

In this webinar we look at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.

Panellists
Martin Jukes - headshot
Martin Jukes
Mpathy Plus
Reg Dutton - headshot
Reg Dutton
EvaluAgent
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
What You Will Learn
  • The right questions to ask on a quality scorecard
  • Using quality to change advisor behaviours
  • Avoiding quality becoming a box ticking exercise
  • How to improve calibration between advisors
  • The role of compliance
  • The importance of courtesy phrases
  • Percentage scoring vs pass fail scores vs traffic lights scoring
  • Using technology to automate the quality scoring process
  • Top tips from the audience