Video Clips

Video Clips from the Survival through People and Processes Event 2009

A big thank you to the team of contact centre professionals who took time out of their work days and chose to share their tips and ideas.

Change Champions - Giles Potter
Giles talks about using 'Change Champions' when introducing a new process or technology into a contact centre.



Fun days in February - Garry Jones
Garry talks about what their centre did during the February 2009 to enhance their team culture.



Cost/Recruitment/Culture - Carole Oliver
Carole talks about what they are doing in the AA Contact Centre.



Fun and Games - Paul Eastwood
Paul talks about what he does in his Contact Centre to ensure staff are motivated. One way is by having fun and games.



Workforce Management - Mark Williams
Mark talks about what Workforce Managment means to him and what he is doing in his contact centre.




Workforce Managment Tips - Paul Eastwood
Paul talks about what he did to ensure he had the right people doing the right things at the right times in the contact centre.



Absence DHS line - Garry Jones
Garry talkes about what process they use when staff call in sick in their contact centre.



Power Hour - Richard Myers
Richard shares with us his strategy in his contact centre for coaching all staff.



Collaborative Designs - Giles Potter
Giles shares his idea on how to get what you want when your budgets are tight in your contact centre.



Extra Calls into Centre - Paul Eastwood
Paul talks about the solution he used when his contact centre was ask to take more calls that didn't add a lot of value.



Vitual Hold - Garry Jones
Garry talks about one piece of technology he uses in his contact centre for customers.



Call Volumes - Giles Potter
Giles talked about workforce management and getting into the workings of forecasting.



Greeting Change - Paul Eastwood
Paul briefly talks about how a few words removed in their greeting saves a lot of time in his contact centre.