Recorded Webinar: How to Fix Broken Processes in the Contact Centre


The Webinar Contents

Broken processes are the bane of most contact centres and are costly in both time and resource.  They are probably the area where you can make both the biggest productivity improvements and a significant difference to customer satisfaction.


  • Top tips to identify broken processes – Jonty Pearce, Editor, Call Centre Helper

Click here to view the slides

  • How to fix broken processes in the contact centre – Peter Massey, Budd

Click here to view the slides

  • Process Automation Technology – Conrad Simpson, Regional Practice Manager, Interactive Intelligence

Click here to view the slides

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • Top tips for broken processes
  • Identifying people-driven manual processes
  • Dealing with regulatory compliance
  • Meeting service level targets
  • Processes across multiple locations and departments
  • Speech analytics
  • Business process automation
  • Quick wins

This webinar is brought to you by Call Centre Helper and is sponsored by Interactive Intelligence.

Original Webinar date: January 2012

Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.