• 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. Jeff Rose-Martland
3. Operation
4. Contact centers
5. Simple contact centre organization
6. Types of contact centers
7. Outbound contact centers
8. Inbound contact centers
9. Inbound - emergency and government services
10. Inbound - employee care
11. Inbound - customer care
12. The popcorn maker example
13. The results of a call to the customer care service
14. New ways to contact organizations
15. Function
16. The importance of agents
17. Why have agents?
18. Users demand human interaction
19. What do agents do?
20. The essence of the agent's job is communication
21. The importance of communication skills
22. Customers' expectation from the agent
23. How do organizations regard agents?
24. Different roles of agents
25. What are agents?
26. The importance of agents in contact centers (1)
27. The importance of agents in contact centers (2)
28. Reality
29. The attitude towards agents
30. Users' attitude towards agents
31. Agents are forced to endure the abuse
32. Agents' interaction with the users
33. The agent is stuck in the middle
34. Dehumanization
35. Reasons behind the dehumanization
36. Agents aren't valued by the organization
37. Reasons for the lack of value towards agents
38. Evaluation methods
39. The agent is becoming a machine
40. Quality evaluation
41. Quality evaluation - example "empathy"
42. Quality evaluation effect on agents
43. Dehumanization - summary
44. Frustration
45. The misconceptions about the agents' job
46. The basis of this misunderstanding
47. The disadvantages in the agents' work
48. The work of agents
49. Communication is disregarded by the management
50. Agents cope with angry users constantly
51. The chat agents
52. Lack of guidance in dealing with the abuse
53. The aspects that are missing in this job
54. The difficulties in being an agent
55. The end result
56. Hope
57. Human agents are to stay
58. Emergency services in an agent-less world (1)
59. Emergency services in an agent-less world (2)
60. Contact centers are a new industry
61. Making contact center a happy workplace
62. The contact centre survival plan
63. References

Topics Covered

• Simple contact center organization
• Types of contact centers
• Why have agents?
• What are agents?
• Reality
• Dehumanization
• Quality evaluation
• Frustration
• Contact center survival plan

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on September 29, 2009