Recorded Webinar : 7 Ways to Drive up Your Quality Scores


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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

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  • Charlene Gillam – NICE Systems

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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

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This webinar was brought to you by Call Centre Helper and is sponsored by NICE.

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