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

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

Click here to view the replay.