Filed under - Recorded Call Centre and Customer Experience Webinars, Jacada
Boosting productivity is not a question of just working harder, it’s all about working smarter.
In this webinar we looked at ways that you can boost agent productivity and contact centre efficiency.
- Introductions – Jonty Pearce, Call Centre Helper
- Martin Jukes, Mpathy Plus
- Graeme Gilovitz, Jacada
Topics to be discussed
- Boosting agent productivity
- Understanding why your Customers are Contacting you
- First Contact Resolution
- Reducing avoidable contact and failure demand
- Streamlining the agent desktop
- Robotic Process Automation (RPA)
- Reducing Transferred Calls
- Fixing Broken Processes
- Clever use of Technology
- Top Tips from the Audience
- Winning tip – “We try to focus on the customer experience vs AHT to move towards FCR. The calls may be longer but this reduces call backs from our customers” thanks to Jayne5
Original Webinar date: March 2018
Click here to view the replay.