Recorded Webinar: Efficiency vs Effectiveness

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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 looked at how, by focusing on effectiveness first, you can dramatically improve performance.

Click here to view the replay

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

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This webinar was brought to you by Call Centre Helper and is sponsored by Genesys.

Click here to view the replay.


- Last modified: 6th Oct 2016
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