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10 Clever Ways to Improve Call Centre Performance

Making email cost-effective in the contact centre

In this webinar we looked at 10 ways in which call centre performance can be improved.

Through a combination of techniques, such as coaching and motivation through to the way that technology can help, we looked at clever ways to improve performance.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Nick Drake-Knight – NDK Group
  • Paul White – mplsystems

Topics discussed

  • Customer service excellence
  • Designing a high performance culture
  • Motivating contact centre employees
  • Coaching tips to improve performance
  • Bringing in behavioural changes
  • Removing blockages from the agent desktop
  • How technology can improve performance
  • Top tips from the audience
  • Winning Tip: “We are looking to do a day where the call agents are able to swap roles. As a performance coach we would look to take the agents’ calls for a short period of time during the morning/afternoon, and then allow the call agents to assess our call so that we can all work together and see each role from different views.”Laura5

This webinar was brought to you by Call Centre Helper and is sponsored by IFS-mplsystems

 

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