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

Panellists

Carolyn Blunt

Ember Real Results

Frank Sherlock

CallMiner

Rachael Trickey

Call Centre Helper

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

Author: Rachael Trickey