Recorded Webinar: Techniques to Make the Contact Centre More Powerful

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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

Sponsored by Syntec Telecom.

This webinar is held at:

• 2pm in Paris
• 3pm in South Africa
• 8am in New York

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

Panellists

Marcus Hickman - Headshot
Marcus Hickman
Davies Hickman Partners

Simon Beeching - Headshot
Simon Beeching
Syntec

Colin Westlake - Headshot
Colin Westlake
Syntec

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Jo Robinson

Published On: 19th Nov 2014 - Last modified: 28th Feb 2023
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