Recorded Webinar: Best Practices in Performance and Quality Management

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Performance and Quality Management isn’t what it used to be. Listening to a few calls and ticking boxes won’t cut it any more – today’s contact centres need real-time insights, AI-driven scoring, and frameworks that evolve as quickly as customer expectations.

Join this webinar where our expert panel will be discussing what best practice really looks like in 2026 and sharing how the right approach can maximize agent performance, boost customer experience, and deliver measurable business impact – in real time, every time.

Panellists:

• Dara Kiernan, KPI Consulting Ireland

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• John Ortiz, AI and Voice Analytics Consultant at MiaRec

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• Megan Jones, Call Centre Helper

What to Expect:

• How to think beyond basic reporting
• Spot coaching opportunities instantly
• Keep scorecards and metrics aligned with changing customer needs
• Overcome barriers like budget, integration, and skills gaps
• Foster a culture of continuous improvement that drives results

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Author: Rachael Trickey

Reviewed by: Jo Robinson