CCMA Ask the Expert Webinar - What is your Quality Team for and how can they be more valuable to your Operational Needs? - Cormac Murphy Ennovate Consulting
Date: 04/03/2022
Venue: Webinar 11 a.m.
Monitoring performance as part of a quality programme is akey process within all contact centre operations. Scoring recorded calls to provide data on staff to team leaders and management is a common activity, but is it effective? On this webinar Cormac Murphy of Ennovate will go back to first principles and ask "where is the real value in call listening".
During this session we will discuss:
- How providing call or email scores to team leader can actually get in the way of good coaching
- What team leaders really need to coach better (and why they might not want it!)
- What call scores are important, and what senior management want to see
This webinar will commence at 11.00 a.m. and conclude at 11.30 a.m.
About the speaker - Cormac Murphy
Cormac Murphy is a Partner at Ennovate Consulting. Cormac works with organisations to help them improve the quality of their conversations with customers whilst helping team members have a much better work experience.
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