Recorded Webinar: Strategies for Call Monitoring Related Articles 30 Tips to Improve Your Call Quality Monitoring 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques Call Monitoring – Understanding this Tool in the Call Centre 1,232 Filed under - Recorded Call Centre and Customer Experience Webinars, Dave Salisbury, NICE Call Monitoring has in recent years become the key tool for ensuring quality in the contact centre. But how do we really change advisor behaviours and drive customer satisfaction. In this webinar we looked at the best strategies for improving call quality monitoring. Agenda Introductions – Rachael Boynton, Call Centre Helper Dave Salisbury, Operations and Customer Relations Specialist Click here to view the slides Ed Creasey, NICE Systems Click here to view the slides Topics Discussed Call Monitoring Strategies How to carry out the best Coaching Sessions Calibration Between Advisors Quality Assurance Advisor Self-Evaluation Buddying Advisors How many Calls per Month to Monitor Monitoring Strategies for Digital Channels – Email, Live Chat and Social Media Automated Call Monitoring The use of analytics Top Tips from the Audience Winning tip – “Before providing your feedback in an evaluation, ask agent to do a self-evaluation then set a time to calibrate the findings. Group calibration is also a great tool to improve agent’s scores, compliance issues and C-SAT!!” thanks to Marco7 Original Webinar date: March 2019 Panellists Dave Salisbury Operations and Customer Relations Specialist Ed Creasey NICE Systems Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Author: Rachael Trickey Published On: 7th Mar 2019 - Last modified: 16th May 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Dave Salisbury, NICE Recommended Articles 30 Tips to Improve Your Call Quality Monitoring 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls Recorded Webinar: 5 Sure-Fire Quality Monitoring Techniques Call Monitoring – Understanding this Tool in the Call Centre Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions 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