Recorded Webinar: Proven Ways to Drive up Contact Centre Quality

Scorebuddy overwhelmed by QA spreadsheets yellow box

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.

Agenda

Introductions – Jonty Pearce, Call Centre Helper
Tom Vander Well, Intelligentics

Tom Van der Well webinar slides on Quality Assessment Driving Quality

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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