Recorded Webinar: 7 Ways to Improve Quality in the Contact Centre

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The quality of your calls, emails and web chats has a major impact on customer satisfaction.

In this webinar we looked at how you can transform quality your quality programme to improve customer satisfaction and change advisor behaviours.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Justin Robbins, Call Centre Consultant

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• Derek Corcoran, Scorebuddy

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Topics to be 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
• Winning tip – to be confirmed

Original Webinar date: Thursday 18th January 2018

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

Click here to view the replay.