Register for Webinar: The Best Ways to Design a Quality Scorecard
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Join us for the webinar - Thu 24th Jan 2019 - 2:00pm UK.
What time is the webinar for me?
What time is the webinar for me?
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.
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
Mpathy Plus
Reg Dutton
EvaluAgent
Jonty Pearce
Call Centre Helper
Topics to be discussed
- 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
| Location | Time |
|---|---|
| USA/Canada - Eastern (Boston, New York, Toronto) | 9:00am (24th Jan 2019) |
| USA/Canada - Central (Chicago, Texas) | 8:00am (24th Jan 2019) |
| USA/Canada - Pacific (LA, San Francisco, Vancouver) | 6:00am (24th Jan 2019) |
| United Kingdom/Ireland | 2:00pm (24th Jan 2019) |
| South Africa | 4:00pm (24th Jan 2019) |
| France | 3:00pm (24th Jan 2019) |
| Germany | 3:00pm (24th Jan 2019) |
| India | 7:30pm (24th Jan 2019) |
| Phillipines | 10:00pm (24th Jan 2019) |
| Australia - Perth | 10:00pm (24th Jan 2019) |
| Australia - Sydney | 1:00am (25th Jan 2019) |
| New Zealand - Auckland | 3:00am (25th Jan 2019) |
Time not good for you?
Register now and watch the replay after the webinar is over.
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