Reducing costs is a key objective in almost every contact centre, causing us to focus on agent productivity to increase efficiency, which is fine, as long as we do it in the right way. We can’t target advisors on metrics such as Average Handling Times and occupancy in the hope of improving efficiency as it will either cause advisors to rush through calls or cause burnout. So what can we do? In this webinar, we’ll provide you with a number of key strategies to improve advisor productivity, without lowering quality or morale. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar.
Topics to be discussed
Redefining contact centre productivity
Effectiveness vs efficiency
Tools and systems
The role of technology
Top tips from the audience
This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.