Recorded Webinar: Proven Ways to Drive up Contact Centre Quality


Improving your Quality Assurance (QA) programme enables you to highlight areas for customer service improvement, positively change agent behaviours and increase motivation.

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.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Tom Vander Well, Intelligentics
Tom Van der Well webinar slides on Quality Assessment Driving Quality

Click here to view the slides

  • Derek Corcoran, Scorebuddy
Derek Corcoran webinar slides on Using QAs to deliver measurable improvements in customer experience

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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

Original Webinar date: 7th November 2019


Tom Vander Well - Headshot
Tom Vander Well
Derek Corcoran - Headshot
Derek Corcoran
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 1st Nov 2019 - Last modified: 15th Nov 2023
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