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.


  • Introductions – Rachael Boynton, Call Centre Helper
  • Carolyn Blunt – Ember Real Results
Webinar Slides: Call Monitoring Strategies by Carolyn Blunt

Click here to view the slides

  • Frank Sherlock – Callminer
Webinar Slides: Call Monitoring Strategies by Frank Sherlock

Click here to view the slides

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

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.