Recorded Webinar: 5 Ways to Boost Contact Centre Productivity

In this webinar we will evaluate effective ideas for increasing productivity in the contact centre.

Thursday 25th September 2014

Have you other wondered why some agents are much more productive than others? Are you aware of the latest best practice techniques that can aid productivity? In this webinar we will explore a range of initiatives that can help you to run a productive and efficient contact centre.

And as it will be an interactive webinar you will also be able to participate in the discussion, share your tips and vote in our polls. We will also feature a live web chat in conjunction with the webinar, so that you can share your ideas.

Speakers
• Nigel Dunn – Jabra
• Jonty Pearce, Call Centre Helper

Topics discussed
• Why some advisors are more productive than others
• What motivates people
• Practical ways to improve productivity
• Re-evaluating traditional “success” metrics
• The “always on” problem – how to successfully multi-task in a multi-channel contact centre
• Reducing call handling time and time spent on hold
• Reducing background noise and the impact this has for both customer and agent
• Unchaining advisors from their desks
• The link between agent satisfaction and customer satisfaction.

Topics Discussed

Why some advisors are more productive than others
What motivates people
Practical ways to improve productivity
Re-evaluating traditional “success” metrics
The “always on” problem – how to successfully multi-task in a multi-channel contact centre