Recorded Webinar: Call Monitoring Strategies

Call Monitoring or Quality Scoring forms the backbone of many contact centres. But it’s so easy to make mistakes, upset your advisors and become a tick box exercise.

So how do you learn from other contact centres and design the best call monitoring strategy?

Join our interactive webinar to find out.

Topics Discussed

• What are other contact centres doing well
• The best way to give feedback, without upsetting the advisors
• Calibration of quality scores
• Monitoring of multi-channel communication
• Self improvement through Advisors monitoring their own calls

• The best sample sizes to use
• How to select the best calls to listen to
• Improving delivery of compliance statements
• Finding the best and the worst calls to monitor
• How speech analytics can help streamline the quality monitoring process
• Top tips from the audience

Panellists