Paul Hatfield of the Accord Partnership - Presenting on First Call Resolution
Howard Groves - Camelot
Steve Greenwood - Independent Practitioner
Following the successful 'Recession Survival Initiatives for Contact Centres' seminar event held on 4th March 2009 at The Institute Of Directors City Hub, London, we are pleased to provide an overview of the initiatives discussed, and downloadable .pdf's of each presentation. The very fact that this event was so heavily oversubscribed confirms that organisations are actively looking for innovative ways to weather the economic storm, and to position themselves to capitalise when recovery starts. The main initiatives discussed during the event were:
- Maximise cross-sell and up-sell time while callers are on hold
- Increase average time to abandonment through imaginative and relevant audio
- Personalise what callers hear based on their geographical origin and preferences
- Use workforce optimisation tools to mitigate against reductions in headcounts
- Use IP telephony and workforce management technologies to deliver operational efficiencies
- Make the service more relevant to customers by enabling them to contact you by their channel of choice
- Benchmark your contact centre performance for free at www.ccbenchmarking.com
- Understanding your demand, is it value or failure?
- Define your first contact resolution, understand the end to end process for the top customer interactions
- Ensure that team managers have a balanced approach to performance management
- Introduce innovative HR practices such as annualised hours
- Use SMS as an efficient and effective way to contact customers
- Adopt self service technologies such as the latest speech recognition technologies
If you are interested in downloading copies of any of the presentations, please click on the appropriate links below:(contents being located towards the bottom of the page in the table)
We would appreciate any comments that you may have about the event and the output, and if you would like any further information please contact Mark Loly on 07921 158784 or by email at mark.loly@theaccordpartnership.com
| Title | Content | Author | Downloadable .pdf |
| Tactical Quick Wins - 3 Areas of Focus | A revealing presentation of the top three tactical initiatives that are being adopted by the UK's most innovative contact centre operations to weather the economic storm over the coming months. Learn how recession beating initiatives are being applied by blue chip organizations, focusing on improving first call resolution and enhancing contact centre performance to deliver growth in the face of serious business challenges. | Paul Hatfield (Principal Consultant - The Accord Partnership) | Download |
| Premier Call centre Audio | Understand how the effective application of business audio systems within contact centres can deliver operational benefits and cost savings that will make even the most hardened finance directors sit up and take notice in these recessionary times. This entertaining presentation will explore the science behind this technology using many real, and often amusing, examples of best and worst practice. | Nick Findlay (Managing Director - Premier Business Audio) | Download |
| A Decade of Insight | This presentation outlines the key enhancements that are being made to the annual Dimension Data Global Contact Centre Benchmarking Report which enables organisations to support and define benefits in the contact centre environment. The presentation explains how to engage in an ongoing process of measuring and comparing yourself with industry leaders and competitors whilst enabling contact centre operations to drive cost savings and ensure the delivery of the highest level of service in the face of declining economic conditions. | Paul Scott (Solutions Director - Merchants / Dimension Data Group) | Download |
| Leadership Initiatives in the Current Economic Environment | Capita have provided key insights into the innovative changes to working practices that flagship contact centres have been implementing over the last six months to meet the changing business priorities. The lid has also been taken off the speech recognition market with a pragmatic review of the latest technologies deployed by organisations, including TV Licensing, Eircom and Dixons, to handle the economic downturn. | Stuart Morgan (Business Solutions and Transition Director - Capita) | Download |