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

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