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.
- Introductions – Jonty Pearce, Call Centre Helper
- Justin Robbins, Call Centre Consultant
- Derek Corcoran, Scorebuddy
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