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


Justin Robbins - Headshot
Justin Robbins
Call Centre Consultant

Derek Corcoran - Headshot
Derek Corcoran

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 12th Jan 2018 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

Follow Us on LinkedIn

Recommended Articles

strategy board
Call Centre Quality Assurance: How to Create an Excellent QA Programme
A panel of people holding up signs with 5 on them
How to Create a Contact Centre Quality Scorecard - With a Template Example
The contact centre podcast cover art for Martin Teasdale's discussion on 'How to extract more value from your contact centre quality programme'
Podcast: How to Extract More Value From Your Contact Centre Quality programme