Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date How To Give Excellent Customer Service For Vulnerable People Jonty Pearce - Call Centre Helper, Jacqui Crawley - KMB, Mike Murphy Contact centres often struggle to deal with vulnerable customers. Topics to be discussed: •Security problems – passwords and account access •Selling ... 4 years ago | 69 mins How to Create and Maintain a Positive Culture Charlie Mitchell - Call Centre Helper, Caroline Cooper - Naturally Loyal, Mike Murphy - Genesys In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done. In this webinar we look... 4 years ago | 62 mins The Latest Thinking on Contact Centre Metrics Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Morris Pentel - Customer Experience Foundation Are you using the best contact centre metrics ? Are you measuring the right things, to improve performance. In this webinar we looked at the latest th... 4 years ago | 70 mins Secrets of WFM Jonty Pearce - Call Centre Helper, John Casey - CCplanning, Ric Kosiba - Genesys Our Secrets of WFM Webinar looks at the things they don’t tell you about Forecasting and Scheduling. We looked at the leading-edge research as well a... 4 years ago | 70 mins How to Give the Wow Factor on Email and Live Chat Charlie Mitchell - Call Centre Helper, Neil Martin - The First Word, Mike Murphy In this webinar, we discussed the more innovative ideas that really help you to impress your customers over these two channels, considering everything... 4 years ago | 70 mins The New Rules for Customer Experience 2019 Charlie Mitchell - Call Centre Helper, Mike Murphy - Genesys, Martin Jukes - MPathy Plus The customer experience is a relatively new concept; however, many organisations are now fully focused on optimising their customers journeys to creat... 4 years ago | 73 mins How to Knock 20 Seconds Off Your Average Handling Time Rachael Boynton - Call Centre Helper, Mike Murphy - Genesys, Paul Weald - Contact Centre Innovator We looked at what you can do to shave 20 seconds off your Average Handling Time. In this webinar we looked at how you could save time on every call. ... 4 years ago | 70 mins 10 Ways to Improve Customer Experience Jonty Pearce - Call Centre Helper, Colin Shaw - Beyond Philosophy, Mike Murphy - Genesys From quick wins to longer term fixes, we will suggest how you can meet, and surpass, customer expectations at every touchpoint of the customer journey... 4 years ago | 72 mins The future of customer service Jonty Pearce, Call Centre Helper; Nicola Millard, BT; Richard Kenny, Plantronics Customer service has changed dramatically in the past five years and will continue to do so in the future. In this webinar, we looked at the latest t... 7 years ago | 59 mins
