Recorded Webinar: Call Monitoring Strategies


Call Monitoring or Quality Scoring forms the backbone of many contact centres. But it’s so easy to make mistakes, upset your advisors and become a tick box exercise.

So how do you learn from other contact centres and design the best call monitoring strategy?

Join our interactive webinar to find out.

Topics Discussed

  • What are other contact centres doing well
  • The best way to give feedback, without upsetting the advisors
  • Calibration of quality scores
  • Monitoring of multi-channel communication
  • Self improvement through Advisors monitoring their own calls
  • The best sample sizes to use
  • How to select the best calls to listen to
  • Improving delivery of compliance statements
  • Finding the best and the worst calls to monitor
  • How speech analytics can help streamline the quality monitoring process
  • Top tips from the audience


Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Frank Sherlock - Headshot
Frank Sherlock

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 17th Jun 2017 - Last modified: 28th Feb 2023
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