Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques


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.


  • Introductions – Charlie Mitchell, Call Centre Helper
  • Miranda Cain, Elev-8 Performance
 Miranda Cain slides from quality webinar

Click here to view the slides

  • Tom Vander Well, Intelligentics
 Tom Vander Well slides from quality webinar

Click here to view the slides

  • Lauren Maschio, NICE
 Lauren Maschio slides from quality webinar

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


Miranda Cain - Headshot
Miranda Cain
Elev-8 Performance
Tom Vander Well - Headshot
Tom Vander Well
Lauren Maschio - Headshot
Lauren Maschio
Charlie Mitchell - Headshot
Charlie Mitchell
Call Centre Helper

Register Now!

Author: Rachael Trickey

Published On: 5th Mar 2021 - Last modified: 24th Apr 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, , , , ,

Follow Us on LinkedIn

Recommended Articles

lady monitoring stats
30 Tips to Improve Your Call Quality Monitoring
10 Best Practices for Quality Monitoring
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
How to Calibrate Quality Scores