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