Recorded Webinar: Tune up Your Contact Centre Performance


  • Introductions – Jonty Pearce, Call Centre Helper
  • Tune up your Contact Centre Performance – Martin Hill-Wilson, Brainfood Extra and Jeremy Straker, NewVoiceMedia
Webinar Slides: Tune up Your Contact Centre Performance by Martin Hill Wilson and Jeremy Straker

Click here to view the slides

Topics to be discussed

  • Tips on how to improve contact centre performance
  • Personalisation
  • Reducing customer effort
  • Multichannel strategy
  • Motivating agents
  • How technology can improve performance
  • Winning tip: “Profiling can be useful information but agents need to realise each caller is different and may not fit into standard profile. Need to recognise and respond individual callers” thanks to Cindy3

Original Webinar date: November 2015

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