Recorded Webinar: How to Develop Active Listening in the Contact Centre

Click here to view the replay

Agenda

• Introductions – Charlie Mitchell, Call Centre Helper
• Carolyn Blunt – Ember Real Results

Click here to view the slides

• Niels S. Richthof, Enghouse

Click here to view the slides

For more information about the technology click here. 

Topics to be discussed

• Developing listening skills
• Understanding your personal style of communicating
• Avoiding conflict and misunderstandings
• Changing advisor behaviours
• Concentrating on what the caller is really saying
• Building Rapport
• Effective use of silence
• Communication Blockers
• Use of technology
• Top tips and Questions from the audience
• Winning tip – “Take an interest in the customer and ask a question out of curiosity rather than just the process questions” thanks to Graham12

Original Webinar date: During our Online Conference – March 2018

This webinar was brought to you by Call Centre Helper and is sponsored by Enghouse Interactive.

Click here to view the replay.