Recorded Webinar – How to Stop Firefighting and Create Breathing Space to Improve Customer Service

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Filed under - Recorded Webinars , NewVoiceMedia

In this webinar we looked at how you can create some breathing space to make changes in customer service.

Click here to view the replay

Agenda

Topics to be discussed

Quick wins to free up resource
Simple time management ideas
Short-term investment vs. long-term gain
Building a positive culture
Dealing with energy sappers
Prioritising broken processes
Removing Average Handling Time and other agent targets
Top tips from the audience
Winning tip – “When we had a peak period a few weeks back asked all the management team to jump on the phones for 20 mins to cover the agents whilst they took an extra break and distress they come back motivated and appreciated the fact we were thinking and willing to muck in” Nick28.