• 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. Outline
3. Private and public sector contact centres (1)
4. Private and public sector contact centres (2)
5. 'National Call Handling Standards' publication
6. Contents of ''National Call Handling Standards' (1)
7. Contents of ''National Call Handling Standards' (2)
8. 'First Contact' report
9. Contents of 'First Contact' (1)
10. Contents of 'First Contact' (2)
11. Best practice
12. Implementation of 'First Contact' recommendations
13. 'Beyond the call' report
14. Contents of 'Beyond the call' (1)
15. Contents of 'Beyond the call' (2)
16. The cutting room floor
17. The key issues (1)
18. The key issues (2)
19. The future (1)
20. The future (2)
21. Sir David Varney's report (1)
22. Sir David Varney's report (2)
23. Turning objectives into performance indicators (1)
24. Performance indicators defined: measurement
25. Varney's performance management framework
26. Headline volumes for Q3, 2007 (1)
27. Headline volumes for Q3, 2007 (2)
28. Service Transformation Agreement
29. The aim of Service Transformation Agreement
30. Contents of Service Transformation Agreement (1)
31. Contents of Service Transformation Agreement (2)
32. Other recommendations
33. Main e-service websites
34. Building better online services (1)
35. Building better online services (2)
36. Building better online services (3)
37. Summary (1)
38. Summary (2)
39. Global Contact Centre Benchmarking Report 2007
40. Fundamental KPIs
41. Turning objectives into performance indicators (2)
42. Seven dynamics of the 2007 global report
43. Six trends of the 2007 global report
44. Conclusion

Topics Covered

• Comparison between the public and private sector
• A quick look at delivering standards in the police service
• Public sector service delivery
• Transformational service agreement for the public sector
• Global performance comparisons

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on January 28, 2009