webinar replay Executive Briefing on Call Quality

It can create a closed-loop system which can catch problems at an early stage and alert senior management to serious errors. This can improve both customer service levels and the whole customer journey.

But many call centres still use paper and Excel-based call monitoring forms. This is both inefficient and not good enough for regulated operations.

Our panel of experts share how call centre quality monitoring can improve customer operations.

Agenda

Introduction -- Jonty Pearce, Call Centre Helper
Call Quality Monitoring Overview -- Chris McIlduff, Ember Services
Customer Case Study - Lisa Bellard, Carphone Warehouse
Overview of Technology Solutions, Bernie Kane, Infinity CCS
Interactive Questions and Answers

Topics to be discussed

The importance of measurement
The role of Call Centre Quality
Customer feedback processes
Quality assessments
The role of analytics
Getting Quality on the board agenda
Overview of the technology solutions