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’ll share 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.

Panellists
Tom Vander Well - headshot
Tom Vander Well
Intelligentics
Derek Corcoran - headshot
Derek Corcoran
Scorebuddy
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • 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

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