Recorded Webinar: Stop Firefighting & Create Breathing Space to Improve Customer Service 1,480 Filed under - Archived Content, Vonage In this webinar we looked at how you can create some breathing space to make changes in customer service. Agenda Introductions – Rachael Boynton, Call Centre Helper Martin Hill-Wilson, Brainfood Consulting and Tim Pickard, NewVoiceMedia 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. Original Webinar date: Thursday 8th September 2016 Author: Rachael Trickey Published On: 5th Sep 2016 - Last modified: 15th Aug 2022 Read more about - Archived Content, Vonage Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter