Recorded Webinar: Strategies for Call Monitoring

Recorded webinar on call monitoring strategies

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Call Monitoring has in recent years become the key tool for ensuring quality in the contact centre. But how do we really change advisor behaviours and drive customer satisfaction.

In this webinar we looked at the best strategies for improving call quality monitoring.

Agenda

Introductions – Rachael Boynton, Call Centre Helper
Dave Salisbury, Operations and Customer Relations Specialist

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Ed Creasey, NICE Systems

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Topics Discussed

Call Monitoring Strategies
How to carry out the best Coaching Sessions
Calibration Between Advisors
Quality Assurance
Advisor Self-Evaluation
Buddying Advisors
How many Calls per Month to Monitor
Monitoring Strategies for Digital Channels – Email, Live Chat and Social Media
Automated Call Monitoring
The use of analytics
Top Tips from the Audience
Winning tip – “Before providing your feedback in an evaluation, ask agent to do a self-evaluation then set a time to calibrate the findings. Group calibration is also a great tool to improve agent’s scores, compliance issues and C-SAT!!” thanks to Marco7

Original Webinar date: March 2019

Panellists

Dave Salisbury

Operations and Customer Relations Specialist

Ed Creasey

NICE Systems

Jonty Pearce

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn