Recorded Webinar: 10 Clever Ways to Improve Call Centre Performance


Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Nick Drake-Knight – NDK Group
Webinar Slides: 10 Clever Ways to Improve Call Centre Performance by Nick Drake Knight

Click here to view the slides

You might also find the following links of interest:

Continue & Begin –   https://www.youtube.com/watch?v=0K3toSO1JhE
Can’t to Can – https://www.youtube.com/watch?v=SjUXsJ63iv8
5 Phrases a Call Centre Manager Should Never Use – Click here to view article

  • Paul White – mplsystems
Webinar Slides: 10 Clever Ways to Improve Call Centre Performance by Paul White

Click here to view the slides

Topics discussed

  • Customer service excellence
  • Designing a high performance culture
  • Motivating contact centre employees
  • Coaching tips to improve performance
  • Bringing in behavioural changes
  • Removing blockages from the agent desktop
  • How technology can improve performance
  • Top tips from the audience
  • Winning Tip: “We are looking to do a day where the call agents are able to swap roles. As a performance coach we would look to take the agents’ calls for a short period of time during the morning/afternoon, and then allow the call agents to assess our call so that we can all work together and see each role from different views.” Laura5

Original Webinar date: March 2015







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