On-Demand Webinar

Quality Scoring - Empowering the Contact Center Manager & the C-Suite

Productive teams in contact centres are built and strengthened over time through consistent coaching, mentoring, clear communication and evaluation. A quality manager can identify agents that deserve recognition, training gaps, and merit modification by evaluating and scoring conversations. Register to watch this visionary webinar on evolving and maturing your contact centre quality assurance framework to significantly improve customer service and customer engagement.

During this webinar, you will learn:

  • - Why customer journey success is dependent on the investment made in preparing and supporting agents on their journey
  • - Why a contact-centre workforce is a key to successful customer journeys and customer engagement.
  • - How Your Contact Centre Quality Assessment Framework needs to evolve to create an exceptional customer experience.
  • - How companies like Voxpro and Airbnb have revolutionised their approach to QA delivering dramatic business outcomes.

 

Your hosts: 

Sheila McGee

Sheila McGee-Smith
President & Principal Analyst, McGee-Smith Analytics
          
A leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's a consumer and business customers.

 

 

Derek Penguin

Derek Corcoran
Founder & CEO, Scorebuddy
 
Derek is the Founder & CEO of Sentient Solutions Ltd, creator of Scorebuddy, the award-winning quality measurement and reporting platform for contact centers. Over 30,000 agents are currently using Scorebuddy across 20 countries by many clients in outsourcing, finance, travel, hospitality, and healthcare, including BooHoo.com, Alliance insurance, Microsoft, and Airbnb.

Register to watch