Webinar Replay: How to stop firefighting and create breathing space to improve customer service

Watch the Webinar Replay now!

We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time.
Webinar Image
Contact Centres are busy places - queues and escalations are common place. So how do we create some breathing space to undertake the initiatives that we need to do to improve customer service? In this webinar we look at how you create some breathing space to make changes in customer service. We also explore some quick fixes that free up enough resource to be able to implement them. 8th September 2016 @ 1.00pm UK time. In our webinars you also have the opportunity to ask questions in advance or on the day. Panellists • Martin Hill-Wilson – Brainfood Consulting • Tim Pickard – NewVoiceMedia • Rachael Boynton – Call Centre Helper Topics to be discussed • Quick wins to free up resource • Simple time management ideas • Short term investment vs. long term gain • Building a positive culture • Dealing with energy sappers • Prioritising broken processes • Removing Average Handling Time and other Agent Targets • Top tips from the audience
Panellists
Martin Hill-Wilson - headshot
Martin Hill-Wilson
Brainfood Consulting
Tim Pickard - headshot
Tim Pickard
NewVoiceMedia
Rachael Boynton - headshot
Rachael Boynton
Call Centre Helper
 
Topics to be discussed
  • Quick wins to free up resource
  • Simple time management ideas
  • Short term investment vs. long term gain
  • Building a positive culture
  • Dealing with energy sappers
  • Prioritising broken processes
  • Removing Average Handling Time and other Agent Targets
  • Top tips from the audience