The third conference in the schedule of ‘Improving Performance’ demonstrated a maturity of content that this conference program is hitting the points that delegates want to discuss. Two of the UK’s most influential industry bodies, the CCA and the ICS gave their views on current trends alongside presentations that highlighted how the latest technology addresses many call centre challenges.
The speakers looked at key findings from industry reports and new techniques to adopt best practice. The event brought into focus the importance of combining the right people skills, with the right processes, using the right technology to achieve the best efficiency in operational costs and performance improvement.
The technology interest was firmly focused on the emerging use of speech analytics in call recording. This can be used to better target ‘quality programs’ but the real centre of attention was on providing ‘marketing intelligence’ and identifying business drivers, both of which will provide the big commercial wins.
For those who missed the conference in November, the North of England event takes place on Wednesday 7th March in Leeds. Click here for details. |
