Date: Thursday 12th February 2026 | 2pm (UK time)
Location: Virtual
Performance and Quality Management isn’t what it used to be. Listening to a few calls and ticking boxes won’t cut it anymore – today’s contact centres need real-time insights, AI-driven scoring, and frameworks that evolve as quickly as customer expectations.
Join this webinar where our expert panel will be discussing what best practice really looks like in 2026 and sharing how the right approach can maximize agent performance, boost customer experience, and deliver measurable business impact – in real time, every time.
Panellists:
- Guest speaker, TBC
- John Ortiz, AI and Voice Analytics Consultant at MiaRec
- Rachael Trickey, Call Centre Helper
Topics Discussed:
- Think beyond basic reporting
- Spot coaching opportunities instantly
- Keep scorecards and metrics aligned with changing customer needs
- Overcome barriers like budget, integration, and skills gaps
- Foster a culture of continuous improvement that drives results
Author: Rachael Trickey
Reviewed by: Jo Robinson
Published On: 29th May 2025 - Last modified: 29th Oct 2025
Read more about - Call and Contact Centre Events, Featured Webinar, John Ortiz, MiaRec
