Recorded Webinar: Call Monitoring Strategies



1,119
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- Headshot
Carolyn Blunt
Ember Real Results
Frank Sherlock- Headshot
Frank Sherlock
CallMiner
Rachael Trickey- Headshot
Rachael Trickey
Call Centre Helper

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


Recommended Articles

lady monitoring stats
30 Tips to Improve Your Call Quality Monitoring
10 Best Practices for Quality Monitoring
A photo of a remote call centre worker
19 Golden Rules for Call Monitoring
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.

Choose the content that you want to receive.