Recorded Webinar: How to Develop Active Listening in the Contact Centre

1861

Active Listening is about fully concentrating on what is really being said, rather than just passively ‘hearing’ the message of the caller.

It avoids the pitfalls of advisors jumping to conclusions. It can improve job effectiveness, the quality of the customer experience and can significantly improve First Contact Resolution.

In this webinar we look at how to develop active listening in the contact centre.

Topics Discussed

Developing listening skills
Understanding your personal style of communicating
Avoiding conflict and misunderstandings
Changing advisor behaviours
Concentrating on what the caller is really saying
Building Rapport
Effective use of silence
Communication Blockers
Use of technology
Top tips and Questions from the audience

Panellists

Carolyn Blunt

Ember Real Results

Niels S. Richthof

Enghouse Interactive

Charlie Mitchell

Call Centre Helper

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn