Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Best Practices in Performance and Quality Management

Published On: 6th Aug 2026 10:24

In this webinar we will be sharing the results from best practice workshops conducted as part of the P&Q challenge.

Topics Discussed

Latest research on Performance and Quality Monitoring
What should a future performance management system look like?
Best practices in Quality Measurement
Getting agents bought into Quality
Best ways to score agents
Building customer feedback into the process

Self-management and peer review
Helping team leaders to provide coaching
Building a highly transparent and calibrated process
Interaction Analytics
Top tips from the audience
Interactive questions and answers

Panellists

Martin Hill-Wilson

Brainfood Extra

Jonathan Wax

Nexidia

Echo Managed Services

Jonty Pearce

Call Centre Helper

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