Recorded Webinar: 12 Great Ways to Improve Contact Centre Performance


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.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Peter Massey, Budd
Peter Massey slides

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  • Patrice Orenes-Lerma, Diabolocom
Patrice Orenes-Lerma Slides

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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


Peter Massey - Headshot
Peter Massey
Patrice Orenes-Lerma - Headshot
Patrice Orenes-Lerma
Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper
Author: Rachael Trickey

Published On: 25th Mar 2019 - Last modified: 27th Nov 2023
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