Recorded Webinar: Best Practices in Improving Call Centre Performance

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In this webinar we will looked at the best ways to improve contact centre performance.

From operational improvements, channel strategy and new technology we discussed how best to improve the performance of the contact centre.

Agenda

Topics discussed

Customer experience
Multi-channel strategy
Dealing with social media
Building behavioural and emotional connections
Organisational perspectives
How technology can improve performance
Speeding up customer identification and verification of callers
Voice of the customer
Top tips from the audience
Winning tip: “We assess calls every week and provide feedback to each agent. Feedback consists of the agent listening to their call in a separate room with the coach and we ask that they provide feedback on how they have done, we will then coach the agents to help them improve. We have found that relaxing on the handlers AHT has increased motivation and call quality” Congratulations to Laura12