The Role of Employee Engagement in Transforming the Contact Centre from a Cost Centre to a Profit Centre | Tata Communications
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The Role of Employee Engagement in Transforming the Contact Centre from a Cost Centre to a Profit Centre

July 28 @ 11:00 am - 12:00 pm

The Role of Employee Engagement in Transforming the Contact Centre from a Cost Centre to a Profit Centre

Tata Communications 

Thursday 28th July 2022

11:00 - 12:00 BST

Featured Attendees

The Role of Employee Engagement in Transforming the Contact Centre from a Cost Centre to a Profit Centre

Thinking about the typical callers to a contact centre….

  • What percentage of customers making inbound contact with your contact centre are VIP \ high value \ most profitable?
  • What percentage of inbound customer journeys are transactional and therefore, potentially adding unnecessary costs to your business \ organisation?
  • What skills and qualities distinguish your top performing agents? How long does an agent need to be in post to become an expert?
  • In terms of potential information gaps what is preventing Right First Time Customer Service (solving the issue in first contact as a KPI)?
  • How could AI and integrated agent desktop technology help improve RFT and NPS?

Speaker

Patrick Fahy

Associate Director, Customer Experience Product Management

Tata Communications

Patrick Fahy Tata

Larry Venter

Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, Microsoft 

Larry Venter

Larry Venter is VP Global Customer Success & Solution Engineering at Shape Security. Larry has run sales engineering and customer success teams for companies like PayPal, Microsoft 

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    Date:
    July 28
    Time:
    11:00 am - 12:00 pm
    Event Category:

    Venue

    United Kingdom
    United Kingdom United Kingdom

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