Topics Discussed
- Quick fixes to reduce Average Handling Time
- The habits of highly effective agents
- Reducing Wrap-Up Time
- Reducing time spent on hold
- Training and buddying
- Techniques for taking control of runaway talkers
- Using First Contact Resolution to drive down call volumes
- Ways technology can reduce call times
- Top tips from the audience
Panellists

Martin Jukes
Mpathy Plus

Mike Murphy
Interactive Intelligence

Jonty Pearce
Call Centre Helper
