Recorded Webinar: Strategies for Call Monitoring

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Call Monitoring has in recent years become the key tool for ensuring quality in the contact centre. But how do we really change advisor behaviours and drive customer satisfaction.

In this webinar we looked at the best strategies for improving call quality monitoring.

Agenda

  • Introductions – Rachael Boynton, Call Centre Helper
  • Dave Salisbury, Operations and Customer Relations Specialist
Dave Salisbury slides on the role of call monitoring

Click here to view the slides

  • Ed Creasey, NICE Systems
Ed Creasey slides on call monitoring strategies

Click here to view the slides

Topics Discussed

  • Call Monitoring Strategies
  • How to carry out the best Coaching Sessions
  • Calibration Between Advisors
  • Quality Assurance
  • Advisor Self-Evaluation
  • Buddying Advisors
  • How many Calls per Month to Monitor
  • Monitoring Strategies for Digital Channels – Email, Live Chat and Social Media
  • Automated Call Monitoring
  • The use of analytics
  • Top Tips from the Audience
  • Winning tip – “Before providing your feedback in an evaluation, ask agent to do a self-evaluation then set a time to calibrate the findings. Group calibration is also a great tool to improve agent’s scores, compliance issues and C-SAT!!” thanks to Marco7

Original Webinar date: March 2019

Panellists

Dave Salisbury - Headshot
Dave Salisbury
Operations and Customer Relations Specialist
Ed Creasey - Headshot
Ed Creasey
NICE Systems
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper
Author: Rachael Trickey

Published On: 7th Mar 2019 - Last modified: 16th May 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, ,

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