Why does contact centre performance keep slipping back?
Training. QA. Coaching. Automation. AI. Contact centres are investing heavily in all of them, but sustained improvement is still difficult to achieve.
In our recent webinar, 51% of contact centre leaders said developing people continuously, rather than periodically, was the hardest performance challenge to get right. A further 33% pointed to measuring customer outcomes alongside efficiency.
This webinar summary brings together the key insights from Professor Patricia Riddell, Garry Gormley, Jimmy Hosang and Ben Scales, exploring how people, AI and leadership can work together to improve decisions, customer outcomes and operational performance.
Inside, discover:
- Why continuous development remains so difficult to sustain.
- Why training completion tells you very little about what people actually know.
- How competence affects FCR, complaints, AHT and customer outcomes.
- Where AI can help without weakening human judgement.