Webinar Replay: Proven Ways to Drive up Contact Centre Quality

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Improving your Quality Assurance (QA) programme enables you to highlight areas for customer service improvement, positively change agent behaviours and increase motivation.

In this webinar, we shared a number of key methods for improving contact centre QA and highlight the positive impact that these strategies can have on the customer and agent experience.


  • Introductions - Jonty Pearce, Call Centre Helper
  • Tom Vander Well, Intelligentics
Tom Van der Well webinar slides on Quality Assessment Driving Quality Click here to view the slides
  • Derek Corcoran, Scorebuddy
Derek Corcoran webinar slides on Using QAs to deliver measurable improvements in customer experience Click here to view the slides
Tom Vander Well - headshot
Tom Vander Well
Derek Corcoran - headshot
Derek Corcoran
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
What You Will Learn
  • The keys to building better quality scorecards
  • Fresh ideas for improving performance management
  • How to best calibrate quality scores
  • New techniques for running success quality monitoring sessions
  • Top tips and Questions from the audience
  • Winning tip –"Invite colleagues from business areas that have nothing to do with the contact centre/customer service to join QA calibration sessions.Those of us who work in the contact centre know too much.Colleagues that have nothing to do with contact centre will view the process like customers who have not contacted the business before" thanks to Mathew44
Original Webinar date: 7th November 2019

Speaker Biographies

Tom Vander Well | Intelligentics

Tom Vander Well has spent a quarter century helping companies measure and improve CX, CSAT and service quality. He is President and CEO of Intelligentics, a market research and consulting firm in Des Moines, Iowa.

The group has focused their business on three integrated services: Research, Service Quality Assessment and Training/Coaching to help clients move the needle on the customer experience, customer service, customer satisfaction and customer loyalty.

Connect with Tom on Social Media: Linkedin | Twitter

Derek Corcoran | Scorebuddy

Having worked with US multinationals AT&T, Lucent Technologies and former Irish state telco Eircom at Director level, Derek Corcoran has built his career on bringing innovative services to enterprises. As CEO and Founder at Scorebuddy, Derek drives the broader business strategy and is the main product architect.

Scorebuddy is quality assurance solution for scoring customer service calls, emails and web chat. It is a dedicated, stand-alone staff scoring system based in the cloud, requiring no integration.

Connect with Derek on Social Media: Linkedin | Twitter