• 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. Contact Center Elements
3. Contact Center Evolution
4. Contact Center Technology Infrastructure
5. Automatic Call Distributor (1)
6. Automatic Call Distributor (2)
7. Conditional Skill Routing Example
8. Computer Telephony Integration
9. Interactive Voice Response
10. Workforce Management Process
11. Workforce Management aka F&S
12. Ways WFM Helps
13. Workforce Management Results
14. Recording and Quality Monitoring
15. Quality Monitoring Process
16. Typical Assessment Form
17. Performance Management Defined
18. Reports - Plethora of Data, But...
19. Performance Management - Empower Employees
20. How to Make Performance Management Work
21. Applied Performance Management Outcome
22. Analytics
23. Internal Metrics - Internal Focus
24. We Think vs. They Think
25. Internal Metrics + External Metrics = Reality
26. The Value of Analytics
27. Speech Analytics
28. Word Spotting, Categorization, Root Cause
29. Data Analytics
30. Insights Developed from Data Analytics
31. Typical Customer Feedback
32. Strategic Feedback: From the Customer
33. Elements of a Useful Customer Feedback System
34. E-Learning in the Contact Center
35. Why All This Technology?
36. Thanks

Topics Covered

• Contact center elements
• Contact center evolution
• Technology infrastructure
• Automatic call distributor
• Computer telephony integration
• Interactive voice response
• Workforce management process
• Workforce management results
• Recording and quality monitoring
• How to make performance measurement work
• Analytics
• Internal and external metrics
• Feedback
• E-learning in the contact center

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on February 18, 2009