Recorded Webinar: Efficiency vs Effectiveness


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


  • Carolyn Blunt – Real Results Training
Webinar Slides: Efficiency vs Effectiveness by Carolyn Blunt

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

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