Recorded Webinar: 12 Great Ways to Improve Contact Centre Performance

Are you looking to improve performance in the contact centre?

Whether it is quick wins or long-term gains, improving efficiency or driving up customer satisfaction then this webinar is for you.

Our panel of experts discussed 12 Great Ways to Improve Contact Centre Performance.

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Peter Massey, Budd

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• Patrice Orenes-Lerma, Diabolocom

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Topics Discussed

• Improving Contact Centre Performance
• Driving up Customer Satisfaction
• Improving Efficiency
• Improving Quality Scores
• Moments of Truth
• Eliminating Pain Points and Unnecessary Contacts
• Using Self Service to Automate Tasks
• First Contact Resolution
• Quick-Wins and Longer-Term Gains
• Use of Technology to Improve Performance
• Top Tips from the Audience
• Winning tip – “It’s about how you deliver what you hear – We have a Great things happen when you listen initiative – so you take the feedback and then advise what you did as a result of it – so for example if there were training issues or broken processes – you advise you said xxx here what we did – we had x training sessions, we changed the process to this, so the employees know that what they are raising is being actioned” thanks to Michelle43

Original Webinar date: April 2019

Panellists

Peter Massey

Budd

Patrice Orenes-Lerma

Diabolocom

Jonty Pearce

Call Centre Helper

Author: Rachael Trickey