Recorded Webinar: Efficiency vs Effectiveness Related Articles Recorded Webinar: 5 Clever Ideas to Improve Contact Centre Efficiency Recorded Webinar: How Real-Time Coaching Improves Agent Effectiveness Recorded Webinar: Improving Contact Centre Efficiency 12 Steps to Improve Contact Centre Effectiveness 1,781 Filed under - Recorded Call Centre and Customer Experience Webinars, Genesys Call Centres are some of the most measured areas of any business. But it is all too easy to confuse efficiency with effectiveness. In this webinar we look how by focussing on effectiveness first, you can dramatically improve performance. 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 This webinar was brought to you by Call Centre Helper and is sponsored by Genesys Author: Rachael Trickey Published On: 3rd Oct 2016 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys Recommended Articles Recorded Webinar: 5 Clever Ideas to Improve Contact Centre Efficiency Recorded Webinar: How Real-Time Coaching Improves Agent Effectiveness Recorded Webinar: Improving Contact Centre Efficiency 12 Steps to Improve Contact Centre Effectiveness Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI 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