Recorded Webinar: 10 Clever Ways to Improve Call Centre Performance

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Nick Drake-Knight – NDK Group

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

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