Webinar: The Best Ways to Design a Quality Scorecard


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Webinar Date - Thursday 24th January 2019 at 14:00pm UK time

Click here to register

Quality Scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up in a box ticking exercise.

In this webinar we look at the best ways to design a quality scorecard, so that can change behaviours to improve the customer experience.

And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.

Panellists

Guest speaker- Headshot
Guest speaker
to be confirmed
Jaime Scott- Headshot
Jaime Scott
EvaluAgent
Jonty Pearce- Headshot
Jonty Pearce
Call Centre Helper

Topics to be discussed

  • The right questions to ask on a quality scorecard
  • Using quality to change advisor behaviours
  • Avoiding quality becoming a box ticking exercise
  • How to improve calibration between advisors
  • The role of compliance
  • The importance of courtesy phrases
  • Percentage scoring vs pass fail scores vs traffic lights scoring
  • Using technology to automate the quality scoring process
  • Top tips from the audience
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This webinar is brought to you by Call Centre Helper and is sponsored by EvaluAgent.

You won't want to miss this exciting webinar.

Click here to register


This webinar is held at 14:00pm UK time, 15:00pm in Paris, 16:00pm in South Africa and 9:00am in New York. A replay facility will also be available.

If you are attending one of our webinars for the first time, we suggest you arrive 10 minutes early to allow for the software to download successfully.


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