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The most important conversation in any company is the one between your frontline staff and the customer. How these are handled can either turn your customers into evangelists or detractors.

In this webinar we’ll be discussing some of the insights we’ve gained over the last 20 years working with contact centres, and what the impact is when implementing these changes.

The session will last 20 mins where we’ll be discussing common quality assurance issues found in contact centres, and ways to solve them. You’ll take away at least 4 actions you can use to drive consistency in your teams, improve your customer experiences and ultimately your word of mouth sales.

  • What are the key metrics to report on?
  • Where and when to measure the biggest impact?
  • How to drive action across the organisation?
  • How to use Artificial Intelligence to assist in Quality?

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In-gage Ltd, a London based technology company who are focussed on ensuring that customers have the best experience possible. Through this belief, we have created a Salesforce app that proves the profit generated from customer service.