Webinar: Using Quality Assurance to Improve the Customer Experience

Webinar Date - Thursday 7th November 2019 at 14:00pm UK time

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Improving your Quality Assurance (QA) processes enables you to change advisor behaviour, motivate the team and better assess performance. This makes QA learnings key to improving Customer Satisfaction (CSat).

While many contact centres see some of these benefits through random quality assessments, it is an area that is too often overlooked, despite QA being a key measure of the customer experience.

In this webinar, we’ll share a number of key methods for improving contact centre quality and highlight the positive impact that these strategies can have in improving 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

Topics to be discussed

• Better assessing advisor performance
• Gaining insight to help boost performance
• Calibrating the quality process
• Improving the Quality Scores KPI
• Using insight to improve the customer journey
• Use of technology
• Top tips and Questions from the audience

This webinar is brought to you by Call Centre Helper and is sponsored by Scorebuddy.

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.