• 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. Introducing Budd
3. Still some way to go!
4. "Skyline" tools and WOCAS metrics
5. Internet self-service and it's effect on live calls
6. Contact centres
7. Integrating the call centre helps
8. Huge savings by easing ID and V
9. The working environment in contact centres
10. Balanced scorecard
11. EFQM awards
12. Budd's "best service is no service" audit (1)
13. Budd's "best service is no service" audit (2)
14. How customers actually interact with the centre
15. Most calls are caused outside the centre
16. Service level
17. Choosing the right metrics
18. Contact centers obsess about averages
19. Precision gives the illusion of careful measurement
20. Sample size, accuracy and confidence limits
21. The Velcro value ratio
22. Gallup's 12 questions
23. What customer metrics do you collect?
24. The top customer metrics that the best use
25. There are different ways of listening to customers
26. Xerox customers' re-purchase graph
27. Useful purposes of contact centre metrics
28. Harmful effects of contact centre metrics
29. Competitiveness - a never ending cycle
30. Reduce and focus your data
31. The ultimate metric
32. Thank you

Topics Covered

• Sustainable metrics for peak performance
• Using metrics to simplify processes
• Balanced scorecard and EFQM
• Auditing to eliminate the need for service
• Problems with statistics
• The top metrics
• Useful and harmful purposes
• The ultimate metric

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on October 27, 2009