The quality of your calls, emails and web chats has a major impact on customer satisfaction.
In this webinar we look at how you can transform your quality programme to improve customer satisfaction and change advisor behaviours.
Topics Discussed
- Changing advisor behaviours
- Driving Strategic Change
- Quality Metrics
- Correlating NPS and QA Scoring
- What is your QA Data Trying to Tell You?
- Avoiding the quality ‘box ticking’ exercise
- The role of Analytics
- Use of technology
- Top tips and Questions from the audience
Panellists
Justin Robbins
Call Centre Consultant
Derek Corcoran
Scorebuddy
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by Scorebuddy
