Recorded Webinar: How To Boost Agent Productivity And Contact Centre Efficiency

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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

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  • Graeme Gilovitz, Jacada

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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

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

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