Recorded Webinar: Call Monitoring Strategies


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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.

This webinar shows how you learn from other contact centres and design the best call monitoring strategy.

Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Carolyn Blunt – Ember Real Results

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  • Frank Sherlock – Callminer

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Topics to be discussed

  • What are other contact centres doing well
  • The best way to give feedback, without upsetting the advisors
  • Calibration of quality scores
  • Monitoring of multichannel 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
  • Winning insight – “Good agents need to be reminded that they are doing a good job to keep them motivated but obviously come up with a strategy to provide the extra support struggling agents need” thanks to Nigel5.

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

Click here to view the replay.


- Last modified: 8th Aug 2017
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