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Wed, 26 Jun

|

Teams

Jabra - Maximising Contact Centre Resources Workshop

How to maximise your resource investment in this challenging economic climate

Jabra - Maximising Contact Centre Resources Workshop
Jabra - Maximising Contact Centre Resources Workshop

Time & Location

26 Jun 2024, 10:30 – 11:30

Teams

About the Event

Life in the contact centre has always been extremely challenging, but it’s currently more difficult than ever

As Jabra's whitepaper on the Future of the Contact Centre reveals:

  • Voice remains very much an important channel with 58% of contact centre leaders expecting an increase in call volumes over the next 18 months
  • 82% of consumers reported getting issues resolved quickly is the single more important factor of a great customer experience, but 72% of customers reported it’s harder to reach a real person now than it was at the start of the pandemic
  • Contact centre tech platforms are typically under utilised with a reported 44% of tech platform features not being used
  • WER (Word Error Rates) of speech analytic platforms continue to be an issue with error rates being reported of up to 18% on some major platform providers

Whether it's outstanding customer service or outperformance on targets, expectations on delivery keep increasing while budgets remain fixed or are being slashed due to economic constraints. As a result it's never been more important to maximise on your existing resources, whether that be your technology stack or agent base. 

In this session, Jabra will dive into the recent results of their Future of the Contact Centre whitepaper and discuss ways in which to maximise the results of your CCaaS and analytical platforms, together with ways to reduce agent attrition.

Meet the speakers: John Nesbitt & Jeanette Hunter

Agenda

10:30 – Welcome and introductions

10:35 – Overview and objectives – John Nesbitt, Jabra 

10:40 – How to maximise your resource investment in this challenging economic climate  – Jeanette Hunter, Jabra

11:10 – Q&A / open discussion 

11:25 – Conclusions

11:30 – Thanks & close

Who should attend: Contact Centre lead, Manager & Director, Team Leads, C-Suite.

With the current economic challenges, this workshop is not to be missed!

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