The first webinars in our Autumn 2017 series are now open for registration.
Our webinars will be back as normal on Thursday 14th September – after the summer break.
See what we’ve got in store…
Webinar: 7 Ideas to Improve your Quality Management
Looking to improve Quality Management in your contact centre?
This webinar will be of direct interest to you.
In this webinar we look at practical ideas on how to improve your quality management programme to drive bottom-line results.
Thursday 14th September at 1pm UK time
Webinar: Increasing the Take-up of Self-Service
During this webinar we will look at the practical steps to increase the take-up of self-service by your customers.
Thursday 21st September at 1pm UK time
Webinar: 5 Ways to Get Agents to Improve Customer Experiences
There is often a wide variation in customer experience, depending upon which advisor the customer speaks to.
In this webinar we will look at 5 practical ideas on how to change behaviours in agents so that you deliver a consistently good customer experience.
Thursday 28th September at 1pm UK time
Webinar: Contact Centre Metrics
Are you measuring the right things in your contact centre? What are the best metrics to use?
In this webinar, we discuss the latest thinking behind contact centre metrics and how they are best used across digital channels, making suggestions of the measurements that may benefit your contact centre.
Thursday 12th October 2017 at 1pm UK time
Webinar: Being Super-Busy – The Modern Excuse For Not Coaching Staff
Coaching staff is essential if you want to improve the customer experience. But all too often Managers and Team Leaders spend their time firefighting, attending meetings, doing emails and neglecting to coach staff.
In this webinar, we look at how to make time for coaching and how to change behaviours to develop an excellent customer experience.
Thursday 19th October 2017 at 1pm UK time
Webinar: How to Reduce Inbound Call Volumes
Despite the investment in self-service solutions, organisations still experience high call volume. In fact, statistics show that about 82% of customer interactions are still ending up in the contact centre. The problem? Consumers are bypassing the digital self-service solutions and opting to call instead.
In this webinar we will be looking at how to drive adoption of your self-service assets to lower inbound call volume. We’ll explore how to drive voice callers into digital channels.
Thursday 9th November at 1pm UK time
Webinar: How Technology Can Help the Contact Centre Expand
Technology is rapidly changing the contact centre and can be a significant driver in expansion.
In this webinar we will be looking at how technology can help drive the contact centre forward, to deliver higher contact volumes and still improve the customer experience.
Thursday 16th November at 1pm UK time
Webinar: 10 Easy Ways to Improve Customer Satisfaction
In this webinar we will be looking at 10 simple and straightforward ways to improve Customer Satisfaction.
Some of these you should be able to deploy and see results within two weeks.
Tuesday 28th November at 1pm UK time
Webinar: Knowledge Management and the Contact Centre
Knowledge doesn’t simply come from books. Technology can also be empowering, giving contact centre managers the opportunity to gather a variety of information.
In this webinar, we will discuss how the contact centre can work more effectively with the introduction of a knowledge management system.
Thursday 30th November 2017 at 1pm UK time
These are interactive webinars, so you will also have the opportunity to share tips and ask questions to the panel and other attendees. We also run an interactive chat room during the webinars.