Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: 7 Ways to Improve Quality in the Contact Centre

Published On: 5th Aug 2026 08:00

The quality of your calls, emails and web chats has a major impact on customer satisfaction.

In this webinar we look at how you can transform your quality programme to improve customer satisfaction and change advisor behaviours.

Topics Discussed

Changing advisor behaviours
Driving Strategic Change
Quality Metrics
Correlating NPS and QA Scoring
What is your QA Data Trying to Tell You?

Avoiding the quality ‘box ticking’ exercise
The role of Analytics
Use of technology
Top tips and Questions from the audience

Panellists

Justin Robbins

Call Centre Consultant

Derek Corcoran

Scorebuddy

Jonty Pearce

Call Centre Helper

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