Recorded Webinar – Building A Culture Of Continuous Improvement

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In this webinar, we looked at how to build a culture of continuous improvement in your contact centre.

Agenda

Topics to be 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
Top tips from the audience
Winning Tip – “We have a company-wide log for concerns that can be viewed on intranet by everyone which allows all colleagues in contact centre and beyond to have a voice (similar to suggestion box) but this cannot be logged without “next steps” and possible solutions. Often gives those colleagues that may not speak up using other channels the chance to air the issues they have identified.” thanks to Emma44

Original Webinar date: Thursday 19th January 2017