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
Jonty Pearce
Call Centre Helper
This webinar was brought to you by Call Centre Helper and is sponsored by NICE Nexidia
Author: Jo Robinson
Published On: 8th Oct 2014 - Last modified: 4th Dec 2024
Read more about - Recorded Call Centre and Customer Experience Webinars, Nexidia, Performance Management, Quality, Simon Thatcher
