Webinar Replay: 10 Ways Quality Can Improve Contact Centre Performance

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In this webinar we explore how improving quality can boost contact centre performance. Whether you are trying to improve top or bottom-line results, quality improvements pay big dividends.

From quick wins to longer term strategies, from changes in behaviour to changes in technology we explore how you can push your quality scores higher and expect corresponding improvements in business results.

Panellists
Tom Vander Well - headshot
Tom Vander Well
Intelligentics
Mark Ungerman - headshot
Mark Ungerman
NICE inContact
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • The link between quality and performance
  • Improving quality across all channels - Voice and Digital
  • How quality drives customer experience improvements
  • Automating the process of quality
  • Calibration
  • Driving changes in behaviour
  • Expected performance improvements
  • Quick wins and longer-term fixes
  • The use of technology
  • Getting advisors to buy into the quality process
  • Top tips from the audience