Recorded Webinar: Important Considerations for Contact Centre Leaders Related Articles Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers 23 Considerations to Make Before Implementing a New Digital Channel Recorded Webinar: The New Ways to Exceed Customer Expectations Omnichannel Contact Centre Design Considerations That You Cannot Ignore 609 Filed under - Recorded Call Centre and Customer Experience Webinars, Vonage There’s a lot to think about when you’re leading a contact centre – particularly after a year in which the traditional contact centre has been turned upside-down. You face many considerations, such as: how can we increase customer engagement? How can we better engage remote teams? How can we fix broken processes? Fortunately, this webinar is here to highlight some of those key considerations for the year ahead, helping you to determine what you should be prioritizing, in order to best lead your team. Agenda Introductions – Charlie Mitchell, Call Centre Helper Victoria Hamilton, Orange Falcon Consulting Click here to view the slides Tim Kimber, Vonage Click here to view the slides Topics Discussed Where should you be investing your time and resources? The new considerations for 2021 Where do your key performance gaps lie? New findings into customer engagement How to better utilize people, process and technology Maximizing digital customer service and video Top tips from the audience Winning tip – “A tip from me would be that Ambiguity is the Enemy of High Performance so the message is to give clear targets to create that results focused culture” thanks to Paul130 Original Webinar date: 28th January 2021 Webinar Timeline 0:16: Introductions – Charlie Mitchell, Call Centre Helper 5:39: Victoria Hamilton, Orange Falcon Consulting Presentation 9:12: Poll with results from the audience. Asking “Which is Your Organization’s Biggest CUSTOMER Priority?” and “Which is Your Organization’s Biggest EMPLOYEE Priority?” 29:33: Take-aways from Victoria’s presentation 30:58: Quiz 35:07: Top Tips, Opinions and Questions from the audience 40:17: Tim Kimber, Vonage Presentation 43:49: Poll with results from the audience. Asking “Do Your Contact Centre Agents Use Video as One of Their Channels?” 51:41: Poll with results from the audience. Asking “Post COVID-19, Will Your Contact Centre Agents Permanently Work Remotely or From Home?” 56:32: Take-aways from Tim’s presentation 57:13: Top Tips, Opinions and Questions from the audience 1:01:32: Winning Tip Panellists Victoria Hamilton Orange Falcon Consulting Tim Kimber Vonage Charlie Mitchell Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Vonage Register Now! Author: Rachael Trickey Published On: 22nd Jan 2021 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Vonage Recommended Articles Recorded Webinar: Performance Management - Best Practices for Agents, Leaders and Managers 23 Considerations to Make Before Implementing a New Digital Channel Recorded Webinar: The New Ways to Exceed Customer Expectations Omnichannel Contact Centre Design Considerations That You Cannot Ignore 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