Recorded Webinar: New Thinking on Improving Quality


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Achieving a good QA programme is tricky to get right and goes beyond monitoring four or five customer contacts, per advisor, every month.

Luckily, we are here to help set you on the right path, as we share the key steps that you need to take to achieve a good QA programme.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Thomas Laird, Expivia Interaction Marketing
Thomas Laird slides from improving quality webinar

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  • Lauren Maschio, NICE Systems
 Lauren Maschio slides from improving quality webinar

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Topics Discussed

  • The new innovations in QA
  • Getting advisor buy-in to your QA programme
  • Perfecting your quality scorecards
  • Quality monitoring best practices
  • Can specialised QA technology help?
  • Top tips from the audience
  • Winning tip – “Be sure to add positive comments into the feedback, not just the opportunities.” thanks to Scott10

Original Webinar date: 15th October 2020

Webinar Timeline

0:19: Introductions – Jonty Pearce, Call Centre Helper
4:28: Thomas Laird, Expivia Interaction Marketing Presentation
7:09: Poll with results from the audience. Asking “Which are the Most Important Metrics?”
22:44: Take-aways from Thomas’ presentation
23:54: Quiz
28:06: Top Tips, Opinions and Questions from the audience
36:55: Lauren Maschio, NICE Systems Presentation
48:02: Poll with results from the audience. Asking “Where are You on the Quality Journey?”
51:57: Take-aways from Lauren’s presentation
52:42: Top Tips, Opinions and Questions from the audience
58:35: Winning Tip

Panellists

Thomas Laird - Headshot
Thomas Laird
Expivia Interaction Marketing

Lauren Maschio - Headshot
Lauren Maschio
NICE

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 9th Oct 2020 - Last modified: 11th Jan 2024
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