Recorded Webinar: 10 New Ideas to Reduce Contact Volumes Related Articles 18 Simple Ideas to Reduce Your Abandon Rate Recorded Webinar: Key Areas to Reduce Customer Effort How to Reduce Background Noise During a Call - With Remote-Working Ideas Recorded Webinar: Driving Down Repeat Contact - Video 1,009 Filed under - Recorded Call Centre and Customer Experience Webinars, Sarah Morgan, Talkdesk 2020 was crazy and many contact centres struggled to manage contact volumes, right across the year. But now is not the time to sit back and relax. From 2020, we can all recognize the value of reducing new unnecessary contacts, increasing self-service, deflecting contacts to more appropriate channels and fixing broken processes. In this webinar, we will share some invaluable tips and techniques to help you hit each of these goals, so you can reduce contact volumes and keep customers happy. Agenda Introductions – Jonty Pearce, Call Centre Helper John Casey, CCplanning Click here to view the slides Sarah Morgan, Luceat Consulting Click here to view the slides Tiago Doroana, Talkdesk Click here to view the slides Topics Discussed How to reduce contact volumes in the call centre? Simple techniques that you can apply tomorrow How NOT to do it How to avoid repeat calls over the same problem The wider role of technology Top tips from the audience Winning tip – “The best way to deal with a call is not to get it in the first place.” Understand what calls you are receiving and what drives those calls. Work with other areas of the business to look at automated processes (i.e. website) or pro-active customer experience management to reduce incoming calls without negatively impacting customer experience. “ thanks to Allan5 Original Webinar date: 25th March 2021 Panellists John Casey CCplanning Sarah Morgan Luceat Consulting Tiago Doroana Talkdesk Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Author: Rachael Trickey Published On: 19th Mar 2021 - Last modified: 22nd Jul 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Sarah Morgan, Talkdesk Recommended Articles 18 Simple Ideas to Reduce Your Abandon Rate Recorded Webinar: Key Areas to Reduce Customer Effort How to Reduce Background Noise During a Call - With Remote-Working Ideas Recorded Webinar: Driving Down Repeat Contact - Video Related Reports Guide: Creating a Culture of Compassion in Retail Contact Centers Report: UK Contact Center Verticals - Finance eBook: Generative AI and the Contact Center of the Future Report: Global Contact Center KPI Benchmarking Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter