Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: Efficiency vs Effectiveness

Published On: 6th Aug 2026 10:00

Call Centres are some of the most measured areas of any business. But it is all too easy to confuse efficiency with effectiveness.

In this webinar we look how by focussing on effectiveness first, you can dramatically improve performance.

Topics Discussed

The right metrics to use.
Average Handling Time vs. First Contact Resolution
Bringing in the human touch
Fixing the root cause of problems

Getting buy in from the rest of the company
Building empathy and rapport with the caller
Top tips from the audience

Panellists

Carolyn Blunt

Ember Real Results

Leon Stafford

Interactive Intelligence

Jonty Pearce

Call Centre Helper

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