Recorded Webinar: 7 Ways to Drive up Your Quality Scores


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


    Duncan White - Headshot
    Duncan White

    Charlene Gillam - Headshot
    Charlene Gillam
    NICE Systems

    Rachael Trickey - Headshot
    Rachael Trickey
    Call Centre Helper

Author: Rachael Trickey

Published On: 2nd May 2017 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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