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

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

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