The first webinars in our 2019 series are now open for registration.
Our webinars will be back as normal on Thursday 10th January – after the Christmas break.
See what we’ve got in store…
Webinar: How to Knock 20 Seconds Off Your Average Handling Time
We look at what you can do to shave 20 seconds off your Average Handling Time.
It seems a tall order to shave 20 seconds off your Average Handling Time, but there are some techniques and technologies that can enable you to do just that.
Thursday 17th January 2019 at 14:00pm UK time
Webinar: The Best Ways to Design a Quality Scorecard
Quality scorecards are used in a lot of contact centres, but they often fail to emulate best practice, ending up as a box-ticking exercise.
In this webinar we look at the best ways to design a quality scorecard, so that you can change behaviours to improve the customer experience.
Thursday 24th January 2019 at 14:00pm UK time
Webinar: 7 Ways to Emotionally Engage With Your Customers
In this webinar we look at how to identify and use customer emotions to your advantage. This will lead to an improved customer experience, higher customer satisfaction and an improvement in employee engagement.
Thursday 31st January 2019 at 14:00pm UK time
Webinar: The Digital Customer Experience: What Does Great Look Like?
In this webinar we look how to make a great digital customer experience. We look at the good, the bad and the ugly of digital customer service.
We also explore the best metrics to use and how to get all your advisors aligned with the experience.
Tuesday 5th February 2019 at 14:00pm UK time
Webinar: How to Create and Maintain a Positive Culture
In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done.
In this webinar we look at how we can create a positive culture in the contact centre.
Thursday 14th February 2019 at 14:00pm UK time
Webinar: Top Tips To Drive Customer Satisfaction In Your Contact Centre
The fundamental duty of the contact centre is to develop great conversations that create happy customers. Customer Satisfaction (CSat) is the key indicator of how well you are doing just that.
So, pushing CSat higher and higher is the ultimate contact centre goal. This concept is simple enough but putting it into practice requires attention to specific strategies.
Never fear, in this webinar we will provide you will everything you need, from small tips – which you can immediately set into motion – to wider-scale changes that will help you to create more and more happy customers.
Thursday 28th February 2019 at 14:00pm UK time
Webinar: The Best Ways to Use AI in the Contact Centre
There has been a lot of hype about the potential for Artificial Intelligence in the contact centre. This has led to a number of companies trying to use AI and getting their fingers burnt.
In this webinar we look at practical ways to deploy AI and how to avoid the pitfalls.
Wednesday 6th March 2019 at 14:00pm UK time
Webinar: Call Monitoring Strategies
In this webinar we look at the best strategies for improving call quality monitoring.
Thursday 14th March 2019 at 14:00pm 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.