Recorded Webinar : 7 Ways to Drive up Your Quality Scores

Click here to view the replay

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

Click here to view the slides

• Charlene Gillam – NICE Systems

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

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

Click here to view the replay.