Recorded Webinar: The Top 5 Contact Centre Strategies

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Adrian Swinscoe – RARE Business

Click here to view the slides

As mentioned on the webinar Adrian Swinscoe runs a regular podcast programme –

http://www.adrianswinscoe.com/category/interviews/

https://itunes.apple.com/gb/podcast/adrian-swinscoe-interviews/id575552097

• Brendan Dykes – Genesys

Click here to view the slides

Topics discussed

• The latest thinking in contact centre performance
• The changing face of customer contact
• The multichannel dilemma
• What will be the future channel of choice?
• The link between happy staff and happy customers
• Building in the Voice of the Customer
• Getting the Board on-board
• Building a business case for a technology refresh
• Your tips
• Winning tip – “Amazon employ an excellent Customer engagement program where all of their top product owners have to spend time engaged with the customer service teams to understand the impact that their decisions are having on the customer”
  Congratulations to Paul40
• Interactive Q&A – Live questions from the audience

Original Webinar date: January 2015