Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Seven Strategies to Improve Adherence and Attendance

Published On: 27th Jan 2014 10:06

Looking to improve Adherence and Attendance in the contact centre. Then this master class webinar should be right up your street.

This webinar will explore practical tools and techniques that can be used to manage attendance and adherence and thus achieve the full potential of optimised WFM.

Topics Discussed

Defining the Adherence Problem
Quantifying the Costs of Lost Time
Ways to Measure Adherence
Setting Realistic Adherence Goals

Gaining Employee Buy-In
Increasing Agent Involvement and Empowerment
Using Tools to Adherence and Employee Satisfaction

Panellists

Penny Reynolds

Call Center School

Chris Dealy

injixo

Dean Couchman

injixo

Jonty Pearce

Call Centre Helper

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Recorded Webinar: Seven Strategies to Improve Adherence and Attendance

Topics Discussed

Panellists

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