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

Read more about - Recorded Call Centre and Customer Experience Webinars, Culture, Genesys