Webinar Replay: New Thinking on Improving Quality

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Achieving a good QA programme is tricky to get right and goes beyond monitoring four or five customer contacts, per advisor, every month.

Luckily, we are here to help set you on the right path, as we share the key steps that you need to take to achieve a good QA programme.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Thomas Laird, Expivia Interaction Marketing
Thomas Laird slides from improving quality webinar Click here to view the slides
  • Lauren Maschio, NICE Systems
 Lauren Maschio slides from improving quality webinar Click here to view the slides
Panellists
Thomas Laird - headshot
Thomas Laird
Expivia Interaction Marketing
Lauren Maschio - headshot
Lauren Maschio
NICE
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
What You Will Learn
  • The new innovations in QA
  • Getting advisor buy-in to your QA programme
  • Perfecting your quality scorecards
  • Quality monitoring best practices
  • Can specialised QA technology help?
  • Top tips from the audience
  • Winning tip – "Be sure to add positive comments into the feedback, not just the opportunities." thanks to Scott10
Original Webinar date: 15th October 2020

Webinar Timeline

0:19: Introductions – Jonty Pearce, Call Centre Helper
4:28: Thomas Laird, Expivia Interaction Marketing Presentation
7:09: Poll with results from the audience. Asking "Which are the Most Important Metrics?"
22:44: Take-aways from Thomas' presentation
23:54: Quiz
28:06: Top Tips, Opinions and Questions from the audience
36:55: Lauren Maschio, NICE Systems Presentation
48:02: Poll with results from the audience. Asking "Where are You on the Quality Journey?"
51:57: Take-aways from Lauren's presentation
52:42: Top Tips, Opinions and Questions from the audience
58:35: Winning Tip


Speaker Biographies

Thomas Laird | Expivia Interaction Marketing

I am the founder and CEO of award-winning Expivia Interaction Marketing Group. Expivia is a USA BPO omnichannel contact center located in Pennsylvania. I have 25 years of experience in all facets of contact center operations.

Expivia is a bridge between a high-quality contact center and a high tech software company. We have integrated the latest technology (Speech Analytics, AI, WFO, Chatbots, API Integrations, Advanced Routing Techniques) with time tested education and employee engagement tactics to create what we believe is the new standard in call center outsourcing.

I am also the author of the call center operations book "Advice from a Call Center Geek" that can be found on Amazon. I also host a weekly podcast by the same name (Advice from a Call center Geek) and it can be found on iTunes, Spotify, Sticher, Google Play

Connect with Thomas on Social Media: Linkedin

Lauren Maschio | NICE Systems



Connect with Lauren on Social Media: Linkedin | Twitter