Recorded Webinar: Contact Centre Transformation Ideas Related Articles Recorded Webinar: Clever Ideas for Managing Seasonal Peaks Recorded Webinar: 7 Expert Ideas to Improve Capacity Planning Recorded Webinar: 5 Clever Ideas to Improve Contact Centre Efficiency Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience 855 Filed under - Recorded Call Centre and Customer Experience Webinars, Morris Pentel, NICE The aim of contact centres has always been to deliver the best possible customer service. But, over time, the contact centre is picking up more and more responsibilities. The modern contact centre is expected to collect and share insights with the rest of the business, understand the wider customer experience and meet new employee expectations. This is to just name a few. So, it’s time to move away from antiquated best practices and transform our contact centre into an operation that’s ahead of the game in terms of meeting business, customer and employee needs. Our webinar will help you to do just that! Agenda Introductions – Jonty Pearce, Call Centre Helper Morris Pentel, Customer Experience Foundation Click here to view the slides David Wasserman, NICE Systems Click here to view the slides Topics Discussed Contact centre trends that we need to take notice of Which old best practices have past their sell by date? The expectations of the modern contact centre What are leading brands doing to transform their contact centre? Getting contact centre buy-in for your proposed changes Winning tip – “We dismissed team and individual metrics to reduce anxiety in our agents. This allowed them to just focus on the customer and first call resolution – Thanks to Danielle14” Original Webinar date: 21st May 2020 Webinar Timeline 0:17: Introductions – Jonty Pearce, Call Centre Helper 4:02: Morris Pentel, Customer Experience Foundation Presentation 12:31: Poll with results from the audience. Asking “What are you Currently Doing to Engage Advisors?” 27:00: Take-aways from Morris’ presentation 27:51: Quiz 32:08: Top Tips, Opinions and Questions from the audience 38:37: David Wasserman, NICE Systems Presentation 45:21: Poll with results from the audience. Asking “What is the Top Challenge Your Contact Center is Currently Facing?” 57:58: Take-aways from David’s presentation 58:25: Top Tips, Opinions and Questions from the audience 1:00:28: Winning Tip Panellists Morris Pentel Customer Experience Foundation David Wasserman NICE Systems Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Register Now! Author: Rachael Trickey Published On: 15th May 2020 - Last modified: 21st Feb 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Morris Pentel, NICE Recommended Articles Recorded Webinar: Clever Ideas for Managing Seasonal Peaks Recorded Webinar: 7 Expert Ideas to Improve Capacity Planning Recorded Webinar: 5 Clever Ideas to Improve Contact Centre Efficiency Recorded Webinar: 5 Ideas To Help Design a Great Digital Experience Related Reports eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions eBook: Hit Business Goals, Engage Agents, and Delight Customers eBook: Break Outdated WFM Paradigms Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter