Recorded Webinar: 5 Tips to Improve Call Centre Performance

Clarabridge webinar on 5 tips to improve call centre performance

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Written by Rachael Trickey

Many organizations want to improve performance, but confuse efficiency and effectiveness.

In this webinar, we looked at a number of great ways to improve call centre performance.

From quick wins to longer term methods, we covered a range of tried and tested hints and tips.

Agenda

Introductions – Rachael Trickey, Call Centre Helper
Anthony Stears, The Telephone Assassin Ltd

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Nelson Giron, Clarabridge

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Topics Discussed

Improving Contact Centre Performance
Efficiency and Effectiveness
Call Length Reduction and Deflection
Employee Engagement
Agent Empowerment
Agent Performance & Quality Monitoring
Key KPIs to Drive Success
The role of technology
Top Tips from the audience
Winning tip – “Acknowledge the “baggage”. Show the customer you understand their entire relationship with the company by acknowledging their past interactions and issues.
This baggage influences the customer’s perception of the current interaction” thanks to Jose7

Original Webinar date: September 2019

Panellists

Anthony Stears

The Telephone Assassin Ltd

Nelson Giron

Clarabridge

Rachael Trickey

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