Webinar Replay: 5 Tips to Improve Call Centre Performance

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Many organizations want to improve performance, but confuse efficiency and effectiveness.

In this webinar, we looked at a number of great ways to improve call centre performance.

From quick wins to longer term methods, we covered a range of tried and tested hints and tips.

Agenda

  • Introductions - Rachael Trickey, Call Centre Helper
  • Anthony Stears, The Telephone Assassin Ltd
Webinar Slides from 'The Telephone Assassin' on a mini masterclass Click here to view the slides
  • Nelson Giron, Clarabridge
Webinar slides from Nelson Giron on Improving agent efficiency and enhancing your CX Click here to view the slides
Panellists
Anthony Stears - headshot
Anthony Stears
The Telephone Assassin Ltd
Nelson Giron - headshot
Nelson Giron
Clarabridge
Rachael Trickey - headshot
Rachael Trickey
Call Centre Helper
 
Topics to be discussed
  • Improving Contact Centre Performance
  • Efficiency and Effectiveness
  • Call Length Reduction and Deflection
  • Employee Engagement
  • Agent Empowerment
  • Agent Performance & Quality Monitoring
  • Key KPIs to Drive Success
  • The role of technology
  • Top Tips from the audience
  • Winning tip – "Acknowledge the "baggage". Show the customer you understand their entire relationship with the company by acknowledging their past interactions and issues. This baggage influences the customer's perception of the current interaction" thanks to Jose7
Original Webinar date: September 2019