Topics discussed • Benchmarking the best agent qualities • Agent engagement through empowerment • Using voice biometrics to improve customer experience • Listening to your customers more • Listening to your agents more • Dealing with compliance & fraud • Quality monitoring • Flexible scheduling • Real time guidance • Multi-channel contact
Sponsored by Business Systems. This webinar is held at 1.00pm UK time, 2pm in Paris and South Africa and 8am in New York.
Topics Discussed
- Benchmarking the best agent qualities
- Agent engagement through empowerment
- Using voice biometrics to improve customer experience
- Listening to your customers more
- Listening to your agents more
- Dealing with compliance & fraud
- Quality monitoring
- Flexible scheduling
- Real time guidance
- Multi-channel contact
Panellists

Rob Wilkinson
CCC Call Centre Connect

Guy Hannah
Business Systems

Jonty Pearce
Call Centre Helper
