Recorded Webinar: New Thinking on Improving Quality Related Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme 11 Tips and Tools to Improve Call Centre Quality Assurance (QA) Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Podcast: How to Extract More Value From Your Contact Centre Quality programme 715 Filed under - Recorded Call Centre and Customer Experience Webinars, Lauren Maschio, NICE 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 Click here to view the slides Lauren Maschio, NICE Systems Click here to view the slides 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 Expivia Interaction Marketing Lauren Maschio NICE Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Register Now! Author: Rachael Trickey Published On: 9th Oct 2020 - Last modified: 11th Jan 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Lauren Maschio, NICE Recommended Articles Call Centre Quality Assurance: How to Create an Excellent QA Programme 11 Tips and Tools to Improve Call Centre Quality Assurance (QA) Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Podcast: How to Extract More Value From Your Contact Centre Quality programme Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter