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?
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
 
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
 
What time is the webinar for me?

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.