Recorded Webinar: Techniques to Make the Contact Centre More Powerful


The main focus of many contact centre initiatives has been on reducing cost or increasing efficiency. In this webinar we turned this on its head and looked at the ways that the contact centre can become more powerful.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Marcus Hickman – Davies Hickman Partners
Webinar Slides: Techniques to Make the Contact Centre More Powerful by Marcus Hickman

Click here to view the slides

  • Simon Beeching – Syntec
Webinar Slides: Techniques to Make the Contact Centre More Powerful by Simon Beeching

Click here to view the slides

  • Colin Westlake – Syntec


You can also find the Syntec whitepapers as mentioned in the webinar below:

Whitepaper – PCI DSS in Call Centres

Whitepaper – Cloud Gazing

Topics discussed

  • Latest research on contact centres
  • Improving the customer journey
  • Efficiency and effectiveness
  • Improved customer insight
  • Multichannel interactions
  • Web, chat, video and phone contacts
  • Linking callers to their website visits and routing calls accordingly
  • Tracking customers
  • Dealing with security
  • Home working
  • Your tips

Winning tip – “We are looking at making the centre 100% Super Agents so that all agents can handle all queues”. Congratulations to Mark33

  • Interactive Q&A – Live questions from the audience

 

 







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