Webinar Replay: Call Monitoring Strategies

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Call Monitoring has in recent years become the key tool for ensuring quality in the contact centre. But how do we really change advisor behaviours and drive customer satisfaction.

In this webinar we look at the best strategies for improving call quality monitoring.
Panellists
Dave Salisbury - headshot
Dave Salisbury
Operations and Customer Relations Specialist
Ed Creasey - headshot
Ed Creasey
NICE Systems
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • Call Monitoring Strategies
  • How to carry out the best Coaching Sessions
  • Calibration Between Advisors
  • Quality Assurance
  • Advisor Self-Evaluation
  • Buddying Advisors
  • How many Calls per Month to Monitor
  • Monitoring Strategies for Digital Channels - Email, Live Chat and Social Media
  • Automated Call Monitoring
  • The use of analytics
  • Top Tips from the Audience