Recorded Webinar: 12 Great Ways to Improve Contact Centre Performance Related Articles Recorded Webinar: 7 Winning Tips From Great Contact Centres Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership 703 Filed under - Recorded Call Centre and Customer Experience Webinars, Diabolocom, Peter Massey Are you looking to improve performance in the contact centre? Whether it is quick wins or long-term gains, improving efficiency or driving up customer satisfaction then this webinar is for you. Our panel of experts discussed 12 Great Ways to Improve Contact Centre Performance. Agenda Introductions – Jonty Pearce, Call Centre Helper Peter Massey, Budd Click here to view the slides Patrice Orenes-Lerma, Diabolocom Click here to view the slides Topics Discussed Improving Contact Centre Performance Driving up Customer Satisfaction Improving Efficiency Improving Quality Scores Moments of Truth Eliminating Pain Points and Unnecessary Contacts Using Self Service to Automate Tasks First Contact Resolution Quick-Wins and Longer-Term Gains Use of Technology to Improve Performance Top Tips from the Audience Winning tip – “It’s about how you deliver what you hear – We have a Great things happen when you listen initiative – so you take the feedback and then advise what you did as a result of it – so for example if there were training issues or broken processes – you advise you said xxx here what we did – we had x training sessions, we changed the process to this, so the employees know that what they are raising is being actioned” thanks to Michelle43 Original Webinar date: April 2019 Panellists Peter Massey Budd Patrice Orenes-Lerma Diabolocom Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Diabolocom Author: Rachael Trickey Published On: 25th Mar 2019 - Last modified: 27th Nov 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Diabolocom, Peter Massey Recommended Articles Recorded Webinar: 7 Winning Tips From Great Contact Centres Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers Recorded Webinar: The New Thinking Behind Great Contact Centre Leadership Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter