• Strategic Issues
• 48 min
  1. The future of the contact center advisor

  • Dr. Nicola Millard
• 24 min
  2. Systems thinking for service centers

  • Prof. John Seddon
• 56 min
  3. Competitive contact in the future

  • Mr. Rufus Grig
• 51 min
  4. Achieving sustainable service improvement in contact centers

  • Mr. Jonathan Donovan
• 51 min
  5. Plan and deliver

  • Mr. Steve Pink
• Training and Managing Contact Center Staff
• 40 min
  6. The human side of contact centers

  • Dr. David Holman
• 49 min
  7. From agent to expert

  • Dr. Jo Cheesman
• 30 min
  8. Emotions on the telephone

  • Ms. Cilla Mckay
• 38 min
  9. The call and contact center trainer as change agent

  • Mr. Steve Shellabear
• 47 min
  10. Growing great contact center communicators

  • Mr. Nick Drake-Knight
• Motivating Contact Center Staff
• 32 min
  11. Wellbeing

  • Ms. Maria Bourke
• 23 min
  12. Don't ask customers what they want, ask your staff

  • Ms. Jennifer Kirkby
• 31 min
  13. Engaging employees through high involvement work practices

  • Dr. Alison M. Konrad
• 36 min
  14. Employee engagement

  • Mr. Jonathan Donovan
• 39 min
  15. Flexible working

  • Mr. Jonathan Street
• 58 min
  16. Preventing agent burnout

  • Ms. Francoise Tourniaire
• 58 min
  17. Understanding the generation gap

  • Dr. Graeme Codrington
• 28 min
  18. Harnessing energy

  • Ms. Fiona Cameron
• 28 min
  19. Voice from the front-line

  • Mr. Jeff Rose-Martland
• Performance Metrics
• 31 min
  20. People and performance

  • Ms. Penny Tamkin
• 47 min
  21. Performance metrics to sustain peak performance

  • Mr. Jonathan Wilson
• 22 min
  22. Performance management - an art and a science

  • Mr. Steve Shellabear
• Technology Review
• 51 min
  23. Contact center technology

  • Mr. William Durr
• 39 min
  24. Speech technologies - recognition and analytics

  • Mr. Jonathan Wax
• 31 min
  25. SMS: customer leading or customer led?

  • Ms. Amanda Crank
• Case Studies
• 32 min
  26. Delivering public services

  • Ms. Pauline Smith

Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. Background on agents training
3. Future of training - key questions
4. What are the key challenges and changes?
5. Staff attrition / retention
6. Self service technologies
7. Improve customer satisfaction
8. Changes in working structure
9. The 'expert' agent
10. Learning and development challenges
11. What is elearning?
12. How can elearning be used in contact centres?
13. Benefits of using elearning in contact centres
14. Top advantages of elearning
15. Case study 1: SingTel - overview
16. Case study 1: SingTel - approach
17. Case study 1: getting the agents attention
18. Case sudy 1: SingTel - providing support
19. Case study 1: SingTel - learning approach
20. Case study 1: SingTel - collaboration
21. Case study 1: SingTel - case studies
22. Case study 1: SingTel - InfoCards
23. Case study 1: SingTel - summary and conclusion
24. Case study 1: benefits and lessons learnt
25. Case study 2: the co-operative bank - overview
26. Case study 2: customer service
27. Success of elearning?
28. What are the elearning barriers?
29. Human and cultural barriers
30. Overcoming the human and cultural barriers
31. Future of e- and multimedia learning
32. Conclusion
33. References

Topics Covered

• Future of training
• Key challenges and changes
• E-learning and contact centers
• Case study: SingTel
• Case study: the Cooperative Bank
• Main barriers to e-learning
• Future of e-learning and multimedia learning

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on February 18, 2009