Recorded Webinar: Building a Productive and Efficient Contact Centre


Broken processes, repeat contacts and escalations. These are all examples of problems that hinder contact centre productivity and impede efficiency.

Due to time and resource restrictions, these chinks in the contact centre’s armour often go unaddressed, much to the detriment of the customer and employee experience.

Luckily, this webinar will provide everything from quick fixes to robust strategies, enabling contact centres to right these wrongs and bolster productivity.


  • Introductions – Rachael Trickey, Call Centre Helper
  • Daniel Ord, OmniTouch International
 Daniel Ord slides from Productive and Efficient Contact Centrewebinar

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  • Sarah Morgan, Luceat Consulting
 Sarah Morgan slides from Productive and Efficient Contact Centre webinar

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  • Brian Atkinson, Five9 EMEA
 Brian Atkinson slides from Productive and Efficient Contact Centre webinar

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Topics Discussed

  • The Relationship between Productivity & Quality
  • Why Quality Might be the new Productivity
  • Efficiency and Effectiveness
  • Personalization of Customer Experience
  • The Digital Workforce
  • Problem Prevention and First Time Fix
  • How Technology can Impact a CX Strategy
  • Top tips from the audience
  • Winning tip – “Taking an extra minute or two to provide a moment of training or next steps to a customer goes a long way in positively supporting a customer and prevent the callback. “ thanks to Wendy16

Original Webinar date: 27th January 2022


Daniel Ord - Headshot
Daniel Ord
OmniTouch International

Sarah Morgan - Headshot
Sarah Morgan
Luceat Consulting

Brian Atkinson - Headshot
Brian Atkinson
Five9 EMEA

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Published On: 21st Jan 2022 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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