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.
Panellists
- Carolyn Blunt – Real Results Training
- Leon Stafford – Interactive Intelligence
- Jonty Pearce – Call Centre Helper
Presentations
- Carolyn Blunt – Real Results Training
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
Click here to view the replay.
Read more about - Recorded Call Centre and Customer Experience Webinars, Genesys
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