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.

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.

Original Webinar date: Thursday 22nd June 2017