Webinars

Free Webinar: Top 5 Workforce Management Myths

There are many common misconceptions about WFM.

For example, “Overtime is always bad” or “True labour costs are easy to calculate”.

In this webinar, The Call Center School and injixo will explore the top 5 common WFM myths and provide insights that you can take away to improve your WFM practice without disruptive change (and without spending lots of money).

And as this is an interactive webinar you will also have a chance to participate in the discussion, share your tips and participate in a live web chat.

Thursday 23rd May 2013 @ 1.00pm UK time. Click here to register. (Read more…)

Free Webinar: Multi-channel Mayhem?

Customers increasingly want to interact with your organisation using the contact methods of their choice.

The past 12 months have seen a dramatic increase in volumes of communication using email, web chat, social media, mobile apps and web self-service, with a slow decline in the amount of voice traffic.
But all is not equal in the world of multi-channel communications.

In this webinar we explore the results of Azzurri’s latest survey of people in senior positions at UK-based contact centres and customer service operations.

And the results clearly demonstrate that fact that there is an extraordinary variation in senior decision makers’ perceptions of how different contact centres benefit from implementing multi-channel contact.

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

Thursday 6th June 2013 @ 1.00pm UK time. Click here to register. (Read more…)

Free Webinar: 10 Ways to Improve your NetPromoter scores

NetPromoter scores have become the key measurement for many contact centres. They give a good idea on how you can improve customer loyalty and give a good idea of your overall customer experience.
So what can you do to improve your NetPromoter Scores?

Join us for this interactive webinar and we will explore 10 ways in which you can improve on your NetPromoter Scores.

Thursday 13th June 2013 @ 1.00pm UK time. Click here to register. (Read more…)

Free Webinar: The Best Social Customer Service Strategies

Does your social strategy go beyond marketing?

Your customers are having very public conversations about your company, your brand, and your products. So what are the best ways to engage with your customers and deliver customer care over social channels?

Join us for this interactive webinar where we look the best ways to deliver a Social Customer Service Strategy.

Thursday 20th June 2013 @ 2.00pm UK time. Click here to register. (Read more…)

Free Webinar: Automation in the customer journey – when, where, how?

We all want to improve the customer journey, making it as smooth and as efficient as possible.

Some parts of this journey lend themselves to automation, and some don’t.

Join us for this interactive webinar were we will be looking at when, where and how the customer journey can be automated.

Thursday 27th June 2013 @ 1.00pm UK time. Click here to register. (Read more…)

Free Webinar: The Critical Link between Agent Satisfaction and the Customer Experience

There is a critical link that exists between improving Agent Satisfaction and improving the overall Customer Experience.

Since your advisors are the frontline to your customer, you will want to ensure they’re well-equipped to deliver the highest level of service possible.

Join us for a lively and candid webinar where we explore the Critical Link between Agent Satisfaction and the Customer Experience and how we can improve both.

Thursday 11th July 2013 @ 1.00pm UK time. Click here to register. (Read more…)