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