Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques Related Articles 10 Best Practices for Quality Monitoring 30 Tips to Improve Your Call Quality Monitoring Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric How to Calibrate Quality Scores 1,310 Filed under - Recorded Call Centre and Customer Experience Webinars, Lauren Maschio, NICE, Tom Vander Well Quality monitoring can be a really positive initiative to change advisor behaviour, improve customer experience and motivate the team. It can, however, be particularly difficult to get your approach to quality monitoring right, so that you focus on the areas of most value and achieve advisor buy-in. In this webinar we will share a number of best practices to improve quality monitoring and discuss how you can get things right. Agenda Introductions – Charlie Mitchell, Call Centre Helper Miranda Cain, Elev-8 Performance Click here to view the slides Tom Vander Well, Intelligentics Click here to view the slides Lauren Maschio, NICE Click here to view the slides Topics Discussed Easy tweaks to improve your quality monitoring approach How to link quality monitoring with coaching Best practices in quality scoring and calibration How to best conduct quality monitoring with a remote team Which tools can help you take your quality programme to the next level? Top tips from the audience Winning tip – “In order to be effective, Supervisors need to be listening to the calls so they truly understand what is happening in the call centre. That should be the largest part of their jobs. By reducing this, it pulls them away from this critical component.” thanks to Eric11 Original Webinar date: 11th March 2021 Webinar Timeline 0:14: Introductions – Charlie Mitchell, Call Centre Helper 4:25: Poll with results from the audience. Asking “When did Your Company Last Change the Questions on Your Quality Scorecard?” 5:36: Miranda Cain, Elev-8 Performance Presentation 17:03: Take-aways from Miranda’s presentation 17:53: Top Tips, Opinions and Questions from the audience 22:23: Tom Vander Well, Intelligentics Presentation 34:02: Take-aways from Tom’s presentation 34:45: Quiz 40:32: Lauren Maschio, NICE Presentation 52:47: Take-aways from Lauren’s presentation 53:40: Top Tips, Opinions and Questions from the audience 1:00:06: Winning Tip Panellists Miranda Cain Elev-8 Performance Tom Vander Well Intelligentics Lauren Maschio NICE Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Register Now! Author: Rachael Trickey Published On: 5th Mar 2021 - Last modified: 11th Jan 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Lauren Maschio, NICE, Tom Vander Well Recommended Articles 10 Best Practices for Quality Monitoring 30 Tips to Improve Your Call Quality Monitoring Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric How to Calibrate Quality Scores Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter