Thank you so much for taking the time to complete our survey for topics we should cover in 2021. In return for your time, you will be entered into our draw, where a bottle of champagne or box of chocolates is up for grabs.
How interested would you be in these topics?

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* 1. Customer Experience Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
Are You Listening to Your Customers or Irritating Them?
Back to the Basics of Customer Service
Complaint Handling
Customer Experience Management (CEM)
Customer Experience Tips from Great Contact Centres
Customer Experience Trends
Customer Onboarding Process
Customer Psychology
Deadly Sins of Customer Experience
Delivering Friendly Customer Service
Getting Inside the Customer's Mind
Golden Rules for Delighting Customers
How to Deal With Challenging Customers
How to Simplify Customer Journeys
How to Use CSAT/ESAT Data to Prioritise What is Needed to Improve Customer Experience
Ingredients for Great Contact Centre Conversations
Shocking Things Your Contact Centre Might Be Getting Wrong
Simple Things That Drive Your Customers Crazy

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* 2. Employee Engagement / Experience Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
10 Ways to Improve Employee Experience
Avoiding Employee Burnout
Best Practices for Motivating Agents
Clever Ways to Support Contact Centre Advisors
Contact Centre Development
Creating and Driving Highly Engaged Teams
How Can We Best Support Our Advisors
How Mindfulness Can Support Call Centre Performance
How to Tap Into Your Biggest Most Valuable Knowledge Base - Your Employees
Important Considerations for Contact Centre Leaders
Improve Contact Centre Motivation With Gamification
Incentive Schemes for the Current Environment - That Produce Results
Intelligent Ideas to Improve Employee Experience
Keeping Teams Motivated & Together Through the Dark Winter Months
Mental Models.....
Minimizing Contact Centre Stress
Neurodiversity
Positively Influencing Agents and Customers
Proven Ways to Reduce Absence and Attrition
Tools and Techniques to Boost Advisor Productivity

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* 3. Metrics Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
Call Control Techniques to Reduce AHT
First Contact Resolution - Definition and measurement/Tracking
How do I Achieve Better Service Level Targets?
Improving Customer Satisfaction Scores
Maximising Schedule Adherence
Measuring Customer Emotion
Metrics: Surpassing Industry Standards
Reducing Contact Volumes (Repeated Calls Avoidance, Calculation)
Safely Lowering AHT

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* 4. Planning Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
Capacity Planning Best Practice
Cutting Contact Centre Costs
Forecasting and Scheduling for Contact Centres
How Many Advisors and Team Leaders do I Actually Need?
Planning With Excel
The Secrets of WFM

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* 5. Quality Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
5 Sure-Fire Quality Monitoring Techniques
Performance Management - Best Practice for Agents, Leaders and Mangers

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* 6. Skills Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
Empathy Skills for Contact Centres
Leadership Skills - How to Be a Better Contact Center Leader
Recruiting and Developing Agent's Emotional Intelligence
Unlocking Contact Centre Emotional Intelligence

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* 7. Technology Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
Call Routing and Various Options
How to Get the Most Out of AI
Sentiment Analysis
What Simple "Tools" Have Been Invaluable to Contact Centres?

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* 8. Other Topics (Interested – Somewhat Interested – Yawn)

  Interested Somewhat Interested Yawn
50 Quick-Fire Contact Centre Tips
Bad Practices to Stop Right Now
Chat and Email Mistakes to Avoid
Expert Advice on Change Management
Expert Lessons on Managing a Contact Centre
Fighting COVID Fatigue
Great Ideas for Voice, Email and Live Chat
How to Build Accurate and Credible Contact Centre Operational Cost Models
Interesting Things We've Picked Up This Year (Panel)
Making Better Contact Centre Decisions
Managing People Remotely
The Agent of the Future
The Contact Centre of the Future
Time Management for Contact Centres
Turbo Charging Your Knowledge Management in the Contact Centre

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* 9. Do you have any other suggestions for topics?

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* 10. Do you have any feedback on our webinar and podcast series?

Thank you very much for completing our survey.

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