Recorded Webinar: Efficiency vs Effectiveness


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


Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Leon Stafford - Headshot
Leon Stafford
Interactive Intelligence

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 3rd Oct 2016 - Last modified: 28th Feb 2023
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