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 look at “7 Clever Ways to Drive up your Quality Scores” – from quick wins to longer term solutions.
Topics Discussed
- Quality Monitoring
- Performance Management
- Ways to improve Call Scoring
- Improving Quality in Digital Channels – Email and Web Chat
- How to Improve Calibration
- Speech and Interaction Analytics
- The best ways to use technology
- Top tips from the audience
Panellists
Duncan White
horizon2
Charlene Gillam
NICE Systems
Rachael Trickey
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by NICE
