Wouldn't it be great to wave goodbye to some of these problems?
Fortunately, this webinar will provide you with five simple, but smart solutions to help you do just that and run a more efficient contact centre.
Agenda
- Introductions – Jonty Pearce, Call Centre Helper
- Lee Jones, Elev-8 Performance
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- Frank Sherlock, CallMiner
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Topics Discussed
- What does an efficient contact centre look like?
- Balancing efficiency and effectiveness
- The areas where contact centre efficiency is compromised
- What simple things can you do right now to improve efficiency
- More intelligent solutions to efficiency problems
- Top tips from the audience
- Winning tip – "Use an instant messaging program to send an agent a quick note to praise them if you hear them saying something good while they are on a call with a client." thanks to Andy33
Webinar Timeline
0:04: Introductions – Jonty Pearce, Call Centre Helper3:43: Poll with results from the audience. Asking "On a Scale of 1 to 5 - How Efficient is Your Contact Centre?"
5:43: Lee Jones, Elev-8 Performance Presentation
17:24: Poll with results from the audience. Asking "Which of the Following Makes Zero Difference to Achieving a CSAT5 result? "
24:44: Poll with results from the audience. Asking "Which One of Lee’s Tips did you like Best?"
26:55: Top Tips, Opinions and Questions from the audience
30:26: Frank Sherlock, CallMiner Presentation
32:10: Poll with results from the audience. Asking "What Factor do you Think has Greatest Impact on Achieving Optimal Contact Efficiency?"
47:38: Poll with results from the audience. Asking "Which One of Frank’s Tips did you like Best?"
49:40: Quiz
54:09: Top Tips, Opinions and Questions from the audience
59:36: Winning Tip
Panellists
Lee Jones
Elev-8 Performance
Frank Sherlock
CallMiner
Jonty Pearce
Call Centre Helper
