Webinar: New Thinking on Improving Quality

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

Click here to view the slides

• Lauren Maschio, NICE Systems

Click here to view the slides

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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

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