Recorded Webinar: Techniques to Make the Contact Centre More Powerful

In this webinar we look at ways that the contact centre can become much more important within the business.

Thursday 20th November 2014

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

And as it will be an interactive webinar you will also be able to participate in the discussion, share your tips and vote in our polls. We will also feature a live web chat in conjunction with the webinar, so that you can share your ideas.

Speakers

• Marcus Hickman – Davies Hickman Partners
• Simon Beeching – Syntec
• Colin Westlake – Syntec
• Jonty Pearce – Call Centre Helper

Topics discussed

• Latest Research on Contact Centres
• Improving the Customer Journey
• Efficiency and effectiveness
• Improved customer insight
• Multi-channel interactions
• Web, chat, video and phone contacts
• Linking callers to their website visits and routing calls accordingly
• Tracking customers
• Dealing with security
• Home working
• Top tips and questions from the audience