Recorded Webinar: Making an Impact with your Voice

Webinar on making an impact with your voice.

How your agents talk on the phone can have a massive impact on the quality of the service that you offer. Although contact centres invest huge amounts on technology and training, one aspect often overlooked is the impact that the human voice can make on the telephone call. Used well and it can build real rapport, used badly and it can result in poor customer service.

From building empathy with callers, to increasing sales volumes, the voice can be used as a highly effective tool.

Agenda

Introduction – Jonty Pearce, Call Centre Helper
Speech Impact – Tony Crawford, MD, Crawford Communications
How to avoid vocal stress – Dr Diane Hazlett, Head of School of Communication, University of Ulster
Acoustic Intelligence – Richard Kenny, EMEA Segment Manager, Plantronics
Interactive Questions and Answers