Access Knowlagent’s webinar archive on the latest call center industry trends, including agent productivity, active wait time, working with at home agents, and how to improve the customer experience.
The Big 5: Overcome Top Call Center Challenges in 2012Joseph McKendrick, lead analyst with Unisphere Research shares results from the Contact Center Productivity Survey and reveals what contact center leaders indicated as the top challenges for the year ahead and the impact on productivity.
Become a Company Customers Love and Can’t Live Without: Five Decisions of Beloved and Prosperous CompaniesJeanne Bliss, author and founder of Customer Bliss, shares the behind-the-scenes secrets happening inside the walls of “beloved” companies. Learn the five decisions contact center leaders can put into practice to ensure customers can’t live without them.
A Customer-Centric Approach to First Call ResolutionCustomers don’t care how you reach first call resolution (FCR) or how you measure it…they just want you to achieve it. Replay this event to hear guest speaker Greg Levin, Founder of Off Center provide tips for improving FCR as well as new processes that drive and actively sustain FCR success.
From Boot Camp to Teamwork: How to Create a Positive and Profitable Call CenterDr. David Butler, the Director of the Call Center Research Laboratory, discusses the impact that a call center culture can have on an organization’s bottom line. Replay this event for real-world case studies and to learn how to: create a winning call center culture, increase productivity without causing burnout, find time for coaching and training agents.
Taking on the Multi-channel Call Center: Proven Strategies that Increase Productivity and Improve the Customer ExperienceIn this webinar, featuring Art Schoeller, Principal Analyst at Forrester Research you’ll find out how to promote a balanced scorecard, integrate new channels like social media and improve productivity – all in the name of protecting the customer experience.
Breaking Call Center Rules: Find Time to Wow Customers Ventana Research shares insights into new research about key operational metrics, including idle time. Replay this webinar to learn which call center rules can be broken in order to provide superior customer service.
How to Complete Your 2010 To-Do List DMG analyst Donna Fluss shares how to avoid costly mistakes from overlooking critical success factors for preparing, communicating and coaching agents.
How Sprint Resolves FCR Once and for All Replay this event to hear Sprint describe how it mobilizes around FCR and customer satisfaction down to every customer touchpoint.
How to Make Your At-Home Program Move-In Ready Replay this webinar to learn how to build a sustainable at-home program.
Lucky or Good? How to select the right agents for your at-home program. Review this webinar to learn about practices that will drive success whether you’re moving agents home or hiring for at-home.
Long Time, No See: How to Keep At-Home Agents Connected Replay this event addressing how to be successful with the people factors of work at-home agent programs.
A Shortcut Home: How a Non-Profit Is Changing the At-Home Agent Game Replay this event to learn how to tap into a flexible workforce.
Finding the Way Home: How to Design Your At-Home Agent Framework Replay this event to learn how to get started with a home agent program.
Where There's a Will There's a Way: What Makes LegalZoom's Hiring Process a Testament to Retention Replay this event to learn how to reduce agent turnover and hire right with limited resources.
Exposing the Missing Link: The Impact of Performance on Attrition Replay this event to hear our expert panel discuss how to maximize agent lifetime value by improving performance on an ongoing basis.
Curing the Seven-Month Itch: How to keep agents on the floor and away from the door Replay this event to hear how Entergy was able to get the right agents in the door and improve retention efforts for agents on the floor.
I Didn't Sign Up for This: Why Agents Hit the Road in the First 90 Days Replay this event to learn how to make inroads against attrition with a hiring process geared towards equal assessment of the company and the candidate.
Why the Best Agents Leave Your Call Center Attrition is significantly impacting achievement for 85% of call center leaders, according to a recent Knowlagent survey. Replay this event and learn how to lessen that impact by hiring right for long-term, high-performing agents.
The Process & Payoff of Hiring Right If you are charged with finding, hiring and keeping the right agents, replay this event featuring Coca-Cola Enterprises to understand the process and the payoff of hiring the right agents in the call center.
