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.
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
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