Topics Discussed
- The right metrics to use.
- Average Handling Time vs. First Contact Resolution
- Bringing in the human touch
- Fixing the root cause of problems
- Getting buy in from the rest of the company
- Building empathy and rapport with the caller
- Top tips from the audience
Panellists

Carolyn Blunt
Ember Real Results

Leon Stafford
Interactive Intelligence

Jonty Pearce
Call Centre Helper
