Recorded Webinar: Efficiency vs Effectiveness

Panellists

• Carolyn Blunt – Real Results Training
• Leon Stafford – Interactive Intelligence
• Jonty Pearce – Call Centre Helper

Presentations

• Carolyn Blunt – Real Results Training

Click here to view the slides

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

Original Webinar date: Thursday 6th October 2016