In this webinar, we shared a number of key methods for improving contact centre QA and highlight the positive impact that these strategies can have on the customer and agent experience.
Agenda
- Introductions - Jonty Pearce, Call Centre Helper
- Tom Vander Well, Intelligentics

- Derek Corcoran, Scorebuddy

Topics Discussed
- The keys to building better quality scorecards
- Fresh ideas for improving performance management
- How to best calibrate quality scores
- New techniques for running success quality monitoring sessions
- Top tips and Questions from the audience
- Winning tip –"Invite colleagues from business areas that have nothing to do with the contact centre/customer service to join QA calibration sessions.Those of us who work in the contact centre know too much.Colleagues that have nothing to do with contact centre will view the process like customers who have not contacted the business before" thanks to Mathew44
Panellists

Tom Vander Well
Intelligentics

Derek Corcoran
Scorebuddy

Jonty Pearce
Call Centre Helper

Read more about - Recorded Call Centre and Customer Experience Webinars, Scorebuddy