Recorded Webinar: 7 Ways to Drive up Your Quality Scores

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Filed under - Recorded Call Centre and Customer Experience Webinars, NICE, Quality

Quality Scores play a key part in driving the overall Customer Experience. But all too often Quality Improvement can stall – turning into a tick box exercise that does not drive changes in behaviour.

In this Webinar we will be looking at “7 Clever Ways to Drive up your Quality Scores” – from quick wins to longer term solutions.

Agenda

Introductions – Rachael Boynton, Call Centre Helper
Duncan White – horizon2

Webinar Slides: 7 Ways to Drive up Your Quality Scores by Duncan White

Click here to view the slides

Charlene Gillam – NICE Systems

Webinar Slides: 7 Ways to Drive up Your Quality Scores by Charlene Gillam

Click here to view the slides

Topics to be discussed

Quality monitoring
Performance management
Ways to improve call scoring
Improving quality in digital channels – email and webchat
How to improve calibration
Speech and interaction analytics
The best ways to use technology
Top tips from the audience
Winning Tip – “We quality check a varied range of calls – length, time of day etc… the long calls also need to be checked as well as the short for the quality.” Thanks to Su2

Original Webinar date: Thursday 4th May 2017