Topics Discussed
- Motivation of agents
- Productivity
- Customer Feedback
- Mobile Apps
- Customer Experience
- Dealing with absence
- Attrition
- Performance Management
- Contact Centre Metrics
- Getting management buy-in
- Resource Planning
- Tips that cost little or nothing to implement
- Technology tips
Panellists

Ian Morton
Budd

Mike Murphy
Interactive Intelligence

Jonty Pearce
Call Centre Helper
