Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Building A Culture Of Continuous Improvement

Published On: 12th Jan 2017 08:00 - Modified: 13th Aug 2025

The contact centre often has to deal with issues that are caused by the rest of the business. Problems don’t get fixed, root causes don’t get analysed and customers get frustrated.

But if you can build a culture of continuous improvement you can fix the drivers of many of these issues. This will help improve customer satisfaction, improve First Contact Resolution and generally make the contact centre a better place to work.

Topics Discussed

Failure demand
Root cause analysis
Closing the loop on fixing issues

Getting buy in from the rest of the company
Making time to fix or improve what isn’t working
Process Automation Software

Panellists

Justin Robbins

HDI & ICMI

Jennie Corner

Assurant Solutions

Jonty Pearce

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn