If you want to deliver the best customer experience, it is important to get your agents saying and typing the right things to clients. But with a large number of agents how do you ensure that the messages that you give are of a consistently high standard?
A cornerstone of this is Quality Monitoring and Performance Management.
In this webinar we looked at new solutions in Quality Monitoring and Performance Management at both strategic and operational levels.
You should learn things that you can quickly put to use in your operation.
Agenda
Introductions -- Jonty Pearce, Call Centre Helper
Six ideas -- Martin Hill-Wilson, Brainfood Consulting
Six more ideas - Simon Thorpe, Nexidia
Your tips
Interactive Q&A -- Live questions from the audience
Topics to be discussed
The best measurements to use
Including customer feedback
Self-management and peer review
Helping team leaders to provide coaching
Selecting the right calls and emails
Calibration
Quality across multiple channels
Software tools
Top tips from the audience
Interactive questions and answers
