Recorded Webinar: The Best Ways to Design a Quality Scorecard

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 you can change behaviours to improve the customer experience.

Topics 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

Panellists