Contact Centres Struggle to Measure Quality Monitoring Correctly Related Articles 30 Tips to Improve Your Call Quality Monitoring Call Quality Monitoring Mastering Contact Centre Quality Assurance How to Create a Contact Centre Quality Scorecard - With a Template Example 4,110 Filed under - Contact Centre Research, Performance Management, Polls, Quality According to our poll, 61% of industry professionals believe that their contact centre struggles to measure the right things when attempting to improve quality monitoring and performance management. Poll – “What challenges do you face in improving Quality Monitoring and Performance Management?” – answers 61% Measuring the right things 41% We’re too busy 32% Low trust in the process 45% Team Leaders need better skills 33% No technology / technology won’t let me (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source – Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013 Author: Jo Robinson Published On: 28th Oct 2013 - Last modified: 25th Oct 2021 Read more about - Contact Centre Research, Performance Management, Polls, Quality Recommended Articles 30 Tips to Improve Your Call Quality Monitoring Call Quality Monitoring Mastering Contact Centre Quality Assurance How to Create a Contact Centre Quality Scorecard - With a Template Example Related Reports Guide: 120 Day Roadmap to Auto QA ROI eBook: Improving Customer Experience and NPS Through Quality Assessment eBook: Understanding Call Center Quality Assurance Frameworks eBook: If Your Contact Center Uses Spreadsheets Read This Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter